Ten years ago, there were a few dozen CRM Systems available from ACT (for Small Businesses) to Siebel (for Large Enterprises).  In the past, you bought the software once, paid for the implementation and then paid an annual support fee...forever.

Over the last five years, Salesforce.com has become very complex to successfully implement and manage.

However, the CRM System is still very easy to just turn on with their standard configuration and start working. It's quick, not too painful and many companies just do that. They really need some training basics before they start using it.