Not one solution apply to all business models.  CRM is way more than entering an order.  In the long run I believe that self-service transactions will grow wild in numbers.  For instance, the other day I ordered a set of pipes for one of my motorcycles from germany.   I got it in 6 days via UPS.   Search, Point click, fill, ship.   That simple.  For my order, there was no need to have and employee sitting on a chair entering an order.    That overhead cost was totally eliminated.  Self-service is an important part of modern software solutions for past, current and future business models.   Time will support the claims, I am convinced.