Customer Relationship Management (CRM) has an industry filled with many various software solutions, from entry level contact managers and Sales Force Automation (SFA), to hosted Software-as-a-Service (SaaS), to higher-end CRM systems. With all the solutions on the market you would believe that customer service is getting better - it’s not. It appears most of these systems focus on the selling phase of customer service. Theses CRM systems focus on marketing to drive offers and cross-selling, or dividing services into complicated models, or they segment the service and support components in way that’s hard to manage. In the end, most CRM solutions are not being used to improve customer service at all. You have to remember, the customer relationship does not end with the sale.