I used many CRM tools such as SAP, CRM, People Soft CRM.
They handle the job nicely but the maintenance like patching, upgrade is pain and expensive.
We have used the Accent product and see how easy it can installed and maintain. So it is a bonus for a smaller IT department with less staffs.
Customer management related products.
Large customer based needs fast and easy to use tools. Not going thru 20 screens for each entry.