Customer service is a natural fit for SCRM; however, not all SCRMs will offer features that are dedicated toward this task. If you are servicing existing customers and this number is manageable, it would be my opinion that related activities become a part of a contact or account record. If you are servicing tens of thousands of transactions, and this is more of a one and done, that may not be practical, it does not mean that you do not provide the service. It means that you do not create a customer record for each case.

Is customer support a profit area? If not, it should be! This is a key area in terms of exceeding customer expectations; it is essential that you focus in particular on customers who will buy more from you and/or refer others to you. Not only that, there may also be direct support revenues such as parts, labor, and service agreements.