Recent research found 43% of companies using CRM solutions don't touch half of the features included. CRM is used mainly for sales but also supports marketing and support departments. They also track customer data, contact, and follow-up appointments. A CRM is a valuable tool to improve small business productivity, but there's no reason to get one that includes all features.  Read more at: http://it.toolbox.com/blogs/insidecrm/how-much-crm-is-too-much-for-your-small-business-70037