I spec'd out a system back some years ago - so any product information I would have is out of date. However, the big thing for you to do is to work out exactly what you want. (don't forget, there's need to have and nice to have functionality, you may pay a lot for the nice to have stuff!)
- Price - There is huge variation here from free to the sky's the limit. A lot is based on the size of the database
- Functionality, numbers of people that can add to it, what the entries are, etc..
- Flexibility
- Ability to link in to other modules, e.g. SAP, technical databases, etc...
- Ability to fit in with existing processes/systems
If you are just looking at the very basic is just a database with a front end to your web page.
Our purpose was slightly different, we wanted out support staff to log the call, not the customer. We just went with an in-house written database but with the knowledge of what the limitations were. We were looking at max 5 people writing to the system with up to 30 calls/mails a day. We also then used it as the basis for our knowledge base.
It wasn't ideal - but fit the purpose, and without funding to upgrade kept us going.
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