There are several issues that we face:
1) Goldmine seems to provide excellent contact management, but not problem management. I think if we want to record users' technical problems, in a way that we can query them later, we'll have to ensure that we record each problem (in a user's record) in a particular format. It would be better if we could extend and manipulate Goldmine for better problem management, but I don't think this is possible. We don't have the resources to spend more money on a better CRM system.
2) Our users can log into our website and raise technical issues there - this means that our database must be accessible over the internet, so rather than hosting it on a Windows machine in our office, we want to run it on our Unix server, but Goldmine only runs on Windows. Does anyone have suggestions for database software which runs on Unix? We already spent a lot of time developing a MySQL database but it has turned out not to be very well designed and I don't want to waste time and effort going down that road again, so I really want an off the shelf product. Any ideas? Suggestions?