CRM offers excellent customer service because it equips you with the tools you need to understand your customers and their wants and needs. But the effort is wasted if you don't use them properly. You can make full use of your CRM by delivering excellent service. CRM also provides the basis for excellent customer service by giving you a 360-degree view of the customer. Ideally, CRM system should contain records of all your customer contacts with your business, including any problems that might have arisen and especially any promises that have been made to the customer. Read more at: http://it.toolbox.com/blogs/insidecrm/crm-and-consistent-excellence-70338