While i do not have the exact solution to your problem, I can up that we use a cloud based CRM in our service based businesses. I know you can also get customized ones. Being able to long on from any where is  just a great feature not to pass up if at all possible.

David
http://www.workxpress.com/
http://www.salesforce.com

@davidhebert @iamconsulting I have looked at Salesforce and it scares me with so much functionality the learning curve looks pretty steep.

@ptwylie My association uses Euclid’s ClearVantage. It is a nice basic, non-cloud software. However, when you want to add a module, they can be expensive. I am not sure about customer service. 

Some other associations in my office are starting to use Avectra’s netForum which is a SaaS.

At previous jobs, I have used SugarCRM (didn’t spend enough time with it to learn) and Sage’s SalesLogix (it was ok for sales tracking but the marketing uses seemed lacking). 

Lastly, you might want to check out Adam Metz’s The Social Customer. He goes through a handful of CRM’s that are good for certain situations.

RE: SalesForce, there are probably YouTube videos on how to use it. I know that they offer some free online training modules because I was trying to teach myself.

@kc_kreative I’ll be sure to check out Adam Metz’s The Social Customer. Yes, I think a lot of  custom CRM’s are built on top of Sugar CRM.

@ptwylie

I use and like Highrise, but it does have some limitations if you’re serious about using it as a sales tool and emailing your list.

I got a tour of SugarCRM at a recent event and it looked pretty slick. It’s open source, but i believe there’s still a cost for it.

Another one that seems to be catching hold is: http://www.zoho.com

@ptwylie I used Salesforce in the past and really liked it’s functionality and reporting possibilities. We switched from Salesforce because of our business needs in the education arena needing more customized systems. Currently I am working in Leads360 and really like the ease of use and potential the system has. Different fields need different CRM systems but I have found Salesforce to be a strong, time-tested, resource for many marketers. 

@alexandrabriggs Salesforce is really too difficult for small businesses solely, because its platform is base for enterprise solutions. On the other-hand 37 signals addresses solutions more than adequate for small business person. 


Where the grey area comes into play is when your business is out-of the-comfort-zone what do you do?

This is why I asked the question to my estimable colleagues.

Sugar CRM is an open source solution with a huge support base (kinda like WP)  this is why most custom service providers use as a base to do customization.

Also, if your in need of service  (like we do)  then what bells and whistles do you need and then access if the provider  (for the right price) can you find a common ground. Not always easy ….to find a solution for a very intricate part of your business.