This is difficult, given the variety of customers and complexity of a customer and company interaction. In most companies, no single group has responsibility for the customer interaction process. Much information about customers resides in different systems or with different employees. It is not necessarily input into any particular customer care system. To overcome this, companies have to work at integrating various customer fiefdoms.
Many companies respond to customer problems as they occur.
The companies must transit from reactive customer services to proactive customer knowledge. I have a checking account, a savings account, and a credit card. The bank sends a nasty-gram threatening to cancel my card for being overdrawn. The only way I have to deal with this is by calling the bank and yelling. This is reactive customer service.