Are you talking about "Contact Relationship Management" or as most people still incorrectly insist in calling it 'Customer Relationship Management' ?
If so %Mac's comments are so absolutely correct, if it doesn't come down the line ... why would it go back up.
CRM (as defined above) is just a new and modern buzz word for - customer service ... good service ... and plain old common sense (that of course is not at all common, and becoming rarer day by day).
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If you don't listen to what they want - you'll never know & end up as ships passing in the night.
A complaint is probably your last chance to turn it all around and do what is subliminally being asked - help me to not have to walk away disgruntled.
