Background Note | HBS Case Collection | May 2003

Customer Management Strategy in Business Markets

by Das Narayandas


Describes in detail customer management strategies in business markets, including selection decisions, design and management of customer relationship strategies, monitoring the health of customer relations, and linking the vendors' customer management effort to customer profitability.

Keywords: Customer Focus and Relationships; Customer Relationship Management; Decision Making; Networks; Customization and Personalization; Manufacturing Industry;


Narayandas, Das. "Customer Management Strategy in Business Markets." Harvard Business School Background Note 503-060, May 2003.