I have worked with several small businesses (under $50M annual sales) that still continue to use excel or their diaries as their CRM. There are a plethora of SMB CRM's out there, but the problem still exists. I always wonder if the only way to displace those excel spreadsheets is to replace it with something extremely basic yet powerful enough to convince SMB's to adopt a different solution. There is a huge un-served market here, even in terms of enterprise CRM apps. It would be nice if there was some market data on what really matters to these SMB's.