METHOD, SYSTEM, AND PROGRAM FOR CUSTOMER SERVICE AND SUPPORT MANAGEMENT

Managing customer and product information over a network using a multi-functional management tool uses a computer which is programmed for generating a customer database including customer records, wherein each customer record tracks a customer. The computer updates the customer database from information received from the customer to add or modify a specific customer record indicating customer contact and product purchase information about the customer. The computer is used for updating the product database from information received from a client to add or modify a specific product record indicating product and inventory information about the product. The information can include a troubleshooting sequence for the specific product and a specific problem. One option during at least one part of said troubleshooting sequence includes at least one part sale option as an upselling operation.