Managing systems like CRM (Customer Relationship Management Systems), one of the most important activities is tied by the evaluation of the customers’ relationship. Measuring as fair as possible this relationship with the customers is an extremely complex activity. The informational channels through which the relationship with the organization is assured – or, in a more large sense, of the business – with its customers have been diversified in the last years (from the interactions face to face with the digital communications). The existence of these new ways of communication offers possibilities of observation and evaluation the customer relationship in real time. New technologies are being developed and these technologies allow the measurement of the communication process quality, of the customer satisfaction and of the consequences of using new systems of managing the customers’ relationship.