Customer relations represent one of the most important business areas of modern organizations. Depending on the type, orientation, and policy of the organization, they are positioned in marketing processes or organizational units which are connected to public relations. Unlike marketing, which is aimed at encouraging and retaining the customer with a product or service, customer relations, viewed from a public relations position and through the experience of the user, play an important role that is manifested in building and maintaining the good connections through communications, creating a positive image and ultimately a good organizational reputation. This is particularly noticeable in public companies where the lack of quality customer relations can seriously damage not only the reputation of the company, but also of the whole community. Unfortunately, we often witness such examples due to insufficient responsibility and management awareness about the importance of quality of public relations in modern business. The Zagreb Holding LTD., the company in the ownership of the City of Zagreb, was founded fifteen years ago by a several city enterprises, continuously faces communication challenges which are posed to the greatest extent by the Zagreb public, but also by the city’s guests, especially after Zagreb has been profiled as a tourist destination, and the company has a wide range of public tasks. Despite the complexity of the system, it successfully responds to user requests and centralizes customer relations by introducing new, and even innovative communication practices. Satisfaction of the public and operational activities are closely related to the arrangement of customer relations and communication activities.