This year more than any in the past ten years, it's going to be so important to have a tight and workable customer service program. In 2009 Blue Tent went through a restructure that allowed our employees to leverage Netsuite more than ever to help with the day in / day out customer service needs. I thought it was interesting to find that many of our employees had many different descriptions of what customer service is and how we should operate. This makes sense. Someone in accounting may see customer service as having quick access to a customers financial details quickly and efficiently. In contract, someone in our web hosting team may need quick access to a customers domain name information to help set up additional emails. Blue Tent has automated this customer service aspect byleveraging Netsuite. Gone are the old nightmares of having to put a customer on hold for 20 minutes to pull an old invoice. Gone is the day what you had to rely on a central CTO to give you customer data to set up a simple email address. As you are looking at your 2010 plans and thinking about ways to keep your customers happy and profitable, look at optimizing your client communication with Netsuite.