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gub
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I use Quickbase for my CRM requirements and highly recommend it for functionality and the access to free development resources.

For what you’re talking about, I think you’d use this solution:
http://quickbase.intuit.com/web-based-software/customer-service-software

One of the nice things about the way Quickbase work is that they’ll give you a product specialist to build your custom solution during the free trial period so that the product you’re trialing isn’t really an OTS package but your own system.