Embodiments of the invention relate to systems, methods, and computer program products for client/customer-centric macro (e.g., business-wide) monitoring of business performance and determination of business-wide customer impact trends associated with the client's/customer's composite relationship with the business. Additionally, embodiments provide for determining customer impact trends at other levels of the business relationship, such as at business unit/line of business levels, product/service levels and the like. Based on the determined customer impact trends, further determinations may be made regarding whether alerts are warranted based on the trends, and generating and communicating the alerts if warranted. Determining business-wide customer impact trends provides for the business to identify problems or potential problems that may adversely impact the global relationship between the overall client entity and the business implementing the performance monitoring system.