Groove is the best tool for CRM / helpdesks
In recent times (since Groove) the first thing we do with a new client is install a copy (at our cost if needed) at the clients office. This creates a persistent realtime conduit between us and the people using our system - customer requests / comments are visible to all as are our responses.

Indian companies talk of CRM but use such tools to focus on marketing to new clients. What most forget is how important it is to create support channels for existing clients. Help desks created in groove are far more responsive to users needs that typical mail based support incident based tools - in groove it is a two way dialogue.

cheers