Relationship Management

Requirements

• Always updated contact management intelligently synced with all of my apps and devices. In particular, it should work well with Google Apps, my different social networking apps, and mailing list software (currently MailChimp).
• Track interactions. Ideally would be able to integrate all interactions (e.g. mailing list interactions, social networking interactions, task-oriented emails, phone calls / meetings, business transactions, etc.) in a centralized database.
• Segment relationships in useful, flexible ways.
• Analyze contacts in useful ways. This encompasses good reporting tools, but also things like automatically suggesting people you should contact. I'd love to be able to do a competitive analysis from within my CRM, although I would settle for doing this from a separate tool with good integration.

Tools

In the past, I've used some combination of homegrown tools, CiviCRM, Salesforce, and Batchbook. I'm revisiting Salesforce, but I'm looking most closely at Capsule and Pipedrive.

	Salesforce	Capsule	Pipedrive
UI	Ugh. Zero improvement over the years.	Clean and simple. When adding new contacts, only basic information available in initial screen. Can add additional information from full contact screen. Potentially slows down batch entering lots of information because it adds multiple clicks. Can backdate notes
Ccing emails	Does not automatically create contact if not in CRM. Process for doing so is convoluted. Automatically creates task for confirming association.	Works as expected. Automatically creates task for confirming association.
Google Apps		One-way sync only with Google Contacts. I originally thought this was a problem, but maybe this is a feature?! Less bugs, more predictability. It would offer a way to keep my eekim.com contacts segmented between personal and professional. I'd have to change my workflow to update contact information in CRM first, with expectation that it would sync with Google Contacts.	Two-way sync with Google Contacts.
Custom fields		Uses Batchbook's notion of associating custom fields with tags. More cleanly implemented than Batchbook.
Tracking relationships		Cannot affiliate with multiple organizations No fields for associating people or entities with each other (a la Batchbook)
Segmenting contacts
Pipeline
Social network integration		Suggests social network linkages and integrates photos.
Form integration
Importing data
Other	Free trial does not require credit card.	Free trial requires credit card Support desk functionality (dubbed "Cases")	Free trial does not require credit card.