“Being on par in terms of price and quality only gets you into the game. Service wins the game” – Tony Alessandra This quote clearly shows you the power of customer service. Whenever a customer finds some difficulty or fault in your product, the people whom he or she contacts belong to customer service department. If customer service fails to respond to the queries of a client, what impact you think they would get from it? The answer is very simple they will stop doing business with you, they will not recommend you to their friends and associates. Moreover, it will cause a negative word of mouth regarding your product. Do you think in the current business environment you can take this much risk? When the competition is skyrocketing? Obviously not. What is SLA SLA is a term with which even most of the people using a CRM are not