best mechanism to capture the information and data that customers and consumers

You need to realize that 20 percent of your customers provide 80 percent of your revenue, and 20 percent of your products result in 80 percent of your shipments. Why is this rarely done? Why do businesses always seem to focus on the 80 percent of the customers?

What is the best mechanism to capture the information and data that customers and consumers give to CSR’s to get it into the hands of Management?