What came to mind for me was some of the less stellar reasons I've heard at professional services firms for implementing customer care initiatives:
- "We'll have to do this to keep them"
- "If our competition is doing it then we should too"
- "Our competition isn't doing it and we could use it in our marketing"
- "They're talking to our competition"
- "This won't cost nearly as much as finding a new client like them"
- "We'll look good"
- "I need the firm to show them that "I" care