---
id: "question-measuring-relationship-depth"
type: "open-question"
source_timestamps: ["§ A Diagnostic for Leaders"]
tags: ["kpi", "customer-success"]
related: ["concept-organic-vs-inorganic-growth", "concept-multiple-expansion"]
resolution_path: "Developing new KPIs that track AI's contribution to client retention, referral rates, and qualitative satisfaction scores over multi-year cycles."
sources: ["spine"]
sourceVaultSlug: "hbr-seg-spine"
originDay: 1
articleStem: "hbr-tier1-04-ai-for-growth"
sourceUrl: "https://hbr.org/2026/06/companies-are-using-ai-for-efficiency-they-should-use-it-to-grow"
sourceTitle: "Companies Are Using AI for Efficiency. They Should Use It to Grow."
---
# Measuring AI's Impact on Relationship Depth

To stay ahead of competitors imitating AI marketing tactics, the authors suggest shifting toward harder-to-replicate organic sources — e.g., expanding wallet share through **deeper client relationships**. Open: the specific mechanisms by which AI deepens human-to-human relationship depth, and how to **measure that depth quantitatively**, are not fully detailed.

**Resolution path:** Develop new KPIs that track AI's contribution to client retention, referral rates, and qualitative satisfaction scores over multi-year cycles.

Connects to [[concept-organic-vs-inorganic-growth]] (durable organic sources) and [[concept-multiple-expansion]].