Abstract: Representative embodiments of a system for managing customer-relationship activities and knowledge include a template database for storing a plurality of templates, each corresponding to a business activity and comprising text relating to the business activity, an application enabling user selection of a template and formatting of an e-mail conforming to the template, a tracking database for storing and aggregating the user selections, and an interface for permitting querying of the tracking database to obtain data relevant to at least one user or at least one business activity at a specified level of aggregation.