Fundamental to the success of your CRM initiative will be to properly record and profile the organizations you interact with, as well as the people within those organizations. Contact Management is a key feature of Sage CRM and the application makes it very easy to create new fields and apply them to screens. Below are a couple of examples for Profiling Companies and People. At the very bottom of this page you will find an instructional video related to creating fields and then modifying screens and lists.
Keep in mind that these concepts and easy-to-use tools to create meaningful fields and then applying them to screens and lists apply to all sections within Sage CRM. Profiling, and then reporting back on Customer Service issues, Jobs, Opportunities (or anything) is just as easy.