Customer Management in Business-to-Business Markets

Das Narayandas is engaged in ongoing research on vendor firms' management of long-term customer relationships. The initial phase of his research involved identifying vendors that stood to benefit from long-term relationships with select sets of customers and the sources of those benefits. Narayandas is currently examining issues associated with (1) selecting an optimal set of customers, (2) managing transactions and relationships with customers to maximize mutual benefits over time, (3) measuring and monitoring the health of customer relationships, and (4) customer profitability.