Abstract:

Relations with customers are tools of gaining competitive advantage not only in IT sector for companies providing services, but also in other sectors. However, these relations considerably differ in each stage of business cycle. This study, which has been based on survey and complemented by interviews with 22 top managers, tries to prove how relations with customers change over time in recession and at peak of business in companies that provide services in IT sector. I have chosen companies that have their firm domicile in Czech Republic, have 100-250 employees and operate on the market for over 10 years.