Right on the money, Bashar. But I wanted to point out that some (many) CRM packages include a support/helpdesk module.
I just signed up to FreeCRM (freecrm.com) but can't really give a review as I haven't been using it long enough. I really don't like the potential of losing leads due to difficulty tracking so many so I figured I'd give a CRM a try.
thanks for feedback .. but still .. what the CRM do more than helpdesk?
take perlbill for example, its helpdesk + knowledge base + server integration + billing software
what the CRM do more?  why perlbill not called himself CRM?[/edit]
I have checked a lot of CRM web sites, I searched google and found website like http://www.saleslogix.com they have saleslogix CRM and I read things like "Increase productivity by automating key aspects of the selling cycle", "enables small to medium-sized businesses to acquire, retain and develop profitable customer relationships", ......
good words but mean what in real world hosting business? all CRM sites not provide real demos ... a lot hide the price or ask to contact first.
Microsoft released CRM software .. same big words without "fixed" feature list!