The document discusses building a customer-centric business by focusing on customer retention. It notes that customer retention drives profitability, which can then be reinvested into research and development. Retaining customers is more profitable than acquiring new ones. The document also provides statistics showing that customers are willing to pay more for a superior customer experience and are loyal to companies that provide excellent customer service. It then discusses how communication technologies have evolved and the opportunities for innovation in cloud-based communication services.