I bought Commence as a CRM solution for managing accounts, contacts and sales. The product is very good, has a robust feature set yet is intuitive and easy to use. It was also less expensive than others we looked at. I have now added the customer service application which we had planned from the start but held off until we were satisfied with Commence. The application is good and fully integrated with the rest of the CRM applications. Its also considerably less expensive than competitive offerings. It does not have a customer portal but Commence says that will be available in 2013.