Figure 214 Aug 2026From “What the customer relationship costs while it stays”

One severance, two directions

Revenue change in the year after a salesperson change at one logistics firm: repeat business fell, first-time business rose, and the average total was still negative.

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Figure 2One severance, two directions

Source: Schmitz, Friess, Alavi & Habel (2020), Table 5: difference-in-differences, e^b−1; 2,040 B2B customers of one European logistics company. Average effects: the total turned positive only in measured favorable combinations (their Table 7). One firm; directions, not portable rates.

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A SFAH20-C1 The two opposing paths, verbatim: "Data pertaining to 2,040 B2B customers of a leading European logistics company over a four-year period, implemented in a series of difference-in-differences models, reveal that relationship disruptions can decrease resale reve""nue by 28.8% but can also increase new sale revenues by 52.2%"Schmitz, Friess, Alavi & Habel (2020), Table 5
A SFAH20-C2 The total effect is the smaller of the three: "we find that customers who experience a relationship disrup""tion generate 6.8% less total revenue on average"Schmitz, Friess, Alavi & Habel (2020), Table 5
A SFAH20-C3 The positive totals are conditional, and the design is one firm: "Data pertaining to 2,040 B2B customers of a leading European logistics company over a four-year period, implemented in a series of difference-in-differences models"Schmitz, Friess, Alavi & Habel (2020), implications and Table 7

Grades: A, verified against the printed page of the primary source · B, primary source, text layer only · C, authoritative secondary · D, reported.

From the essay

Growth that compounds

What the customer relationship costs while it stays

Everyone prices the day your best salesperson leaves. The tie has a second cost that runs while they stay: it chooses who your customers are.

14 Aug 2026

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APA 7

Isoglu, S. (2026). One severance, two directions [Figure]. isoglu.com. https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig02/

BibTeX

@misc{isoglu-2026-what-the-relationship-costs-while-it-stays-fig02,
  author = {Isoglu, Sinan},
  title = {{One severance, two directions}},
  year = {2026},
  howpublished = {Figure 2, isoglu.com},
  url = {https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig02/},
  note = {From the essay {What the customer relationship costs while it stays}}
}

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<figure>
  <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig02/">
    <img src="https://isoglu.com/social/isoglu-2026-what-the-relationship-costs-while-it-stays-fig02.png" alt="Figure 2: One severance, two directions" width="3200" height="2400">
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  <figcaption>Figure 2: One severance, two directions. Source: Schmitz, Friess, Alavi &amp; Habel (2020), Table 5: difference-in-differences, e^b−1; 2,040 B2B customers of one European logistics company. Average effects: the total turned positive only in measured favorable combinations (their Table 7). One firm; directions, not portable rates. <a href="https://isoglu.com/insights/exhibits/isoglu-2026-what-the-relationship-costs-while-it-stays-fig02/">View exhibit</a>.</figcaption>
</figure>