A common set of functionality is available from most providers of CRM branded software. These include:

Centralize the storage of documents and information, about the customer and their service history.

Tracking customer service requests and keep necessary parties informed of requests or problems.

The ability to log important communication with a customer.

The ability to allow customers a certain level of self-servicing through a secure web site.

Automate common communication with the customer such as shipment updates or newsletters and support details.

Reports on information gathered about the customer.