Systems and methods for customer relationship evaluation and resource allocation

A method performed by a computing system that accesses one or more computer-readable media having computer-executable instructions for implementing the method, wherein the method performed by the computing system provides a framework for analyzing business-to-business relationships in an organization, the method comprising the following acts performed by the computing system:

• identifying a customer base that includes a plurality of customers of an organization for which a relationship is to be analyzed;
• identifying, for each customer, a customer satisfaction level;
• assigning for each customer, a customer importance score;
• identifying satisfaction and importance baselines;
• classifying each of the plurality of customers based upon the customer satisfaction level and the customer importance score corresponding to each customer and as compared against the satisfaction and importance baselines, wherein said classifying includes identifying critical customers having both a low customer satisfaction level and a low customer importance score as compared to the satisfaction and importance baselines;
• gathering, for each critical customer, corresponding external satisfaction scores;
• and
• generating priority action areas across various respondent profiles and lifecycle stages.