CRM is not just a sales tool. It can manage all interactions with the customer enabling client-facing employees to make expedited and educated decisions about strategic efforts in the sales, marketing, and customer service areas.
Microsoft Dynamics CRM 2011 Online brings the CRM landscape to a new high point. At a fixed $44/month/user (one year contract required) you get all of the features and capabilities of this feature rich online solution. Salesforce.com may have less expensive plans, but by the time you add the features you want and need you are probably 20-50% more expensive than CRM 2011 Online. If you want to compare features you want in salesforce.com vs the fully inclusive CRM 2011 take a look at this cost calculator.