Supporting and nurturing existing customer relationships is as important as getting new customers. CRM tools give you the means of doing so:
Tracking open issues, from the time that they are presented, through allocation of responsibility to completion and closure; managing customer contact information, particular interests and concerns, logging and summarizing phone or e-mail conversations, consequent deliverables and objectives.
This essential functionality is at the core of CRM and at the heart of building goodwill and customer loyalty.