A good CRM program can improve customer service by facilitating communication in several ways; some of them as listed in wikipedia are as follows.

• Provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week.
• Identify how each individual customer defines quality, and then design a service strategy for each customer based on these individual requirements and expectations.
• Provide a fast mechanism for managing and scheduling follow-up sales calls to assess post-purchase cognitive dissonance, repurchase probabilities, repurchase times, and repurchase frequencies.
• Provide a mechanism to track all points of contact between a customer and the company, and do it in an integrated way so that all sources and types of contact are included, and all users of the system see the same view of the customer (reduces confusion).
• Help to identify potential problems quickly, before they occur.
• Provide a user-friendly mechanism for registering customer complaints (complaints that are not registered with the company cannot be resolved, and are a major source of customer dissatisfaction).
• Provide a fast mechanism for handling problems and complaints (complaints that are resolved quickly can increase customer satisfaction).
• Provide a fast mechanism for correcting service deficiencies (correct the problem before other customers experience the same dissatisfaction).
• Use internet cookies to track customer interests and personalize product offerings accordingly.