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A lot of killer answers, but I'll put my simpleton take out there. UI for the salespeople is really all that matters. Whatever makes it easier for them to use. I've switched CRM's three times. All three times were a struggle and, of course, the last guy to get it down was my 30-year vet. Switched to DriveCentric and it was like nothing ever happened. I never heard my 30-year guy complain (yes, you read that right) and he had it down in a week. That's when I knew we found the right CRM.