Background Note | HBS Case Collection | March 2003

Monitoring the Health of Customer Relationships

by Das Narayandas


Discusses the role of satisfaction and loyalty measurement in monitoring the health of customer relationships.

Keywords: Customer Relationship Management; Customer Satisfaction; Demand and Consumers; Measurement and Metrics; Business and Stakeholder Relations;


Narayandas, Das. "Monitoring the Health of Customer Relationships." Harvard Business School Background Note 503-081, March 2003.