You can use a workspace to keep track of ongoing conversations with customers.

• Create a weblog for customer conversations, or one weblog for each customer.
• Post a weblog entry for each conversation with a customer.
• Forward customer email to the weblog. To send email to a blog, put "category: weblogname" in the first line of the email body.
• Periodically review the customer blog, and integrate customer comments into your account plans, product plans, and service FAQs.