Having traveled the path with CRM for as long as I have, I am keenly aware of what constitutes both the peaks and the valleys of customer service. CRM has evolved brilliantly, and that has raised the standard for service delivery. We expect good, are delighted by the extraordinary, and are appalled by the abysmal – which, unfortunately, we still encounter with stunning frequency. Too many companies have simply not evolved their CRM practices to meet their customers&rsquo....