love your post, thank you! Just starting up a new business with a doctor and online sales and want to implement all the systems just right from the star.. (ok you can all laugh 
So picking the correct CRM, that will integrate with the outsourced call center, fulfillment, affiliate programs, social media, chats, em, text, ipad, iphones and shopping carts that can all work and talk together seamlessly is an overwhelming sea of data – but alas i am still floating and your blog helped me make sure I try to rally the social parts, and yes, love it that the customers can support each other as well!
Any direction, advice, starting from scratch and need all from designer, web, all the way through. At least we have formulations, and manufacturing..! (did I hear some people say, poor girl, been there!)
many thanks
Fiona