There is of course the SaaS/Software decisions, as well as Open/Close system element. Here are some quick thoughts on the situation.

SaaS vs Software

• Either gives you a good bit of flexibility, SaaS is much more flexible than it used to be
• SaaS makes the accessibility of the system that much easier
• Software used to make it easier to administer on a granular level, but that's not a compelling case anymore
  

• Open source options make it easy to find a low-cost initial system to explore and test
• Either is going to require customization, and this can often mean a special consultant
• All Closed system sellers are going to claim that enhancements and customizations of Open systems make them brittle, and problematic to upgrade, which is true
• But that also begs the question of how easy is it to upgrade from the Closed system
• And which specific opens (Open or Closed) are going to allow for the export of data from the system (the "data roach motel" conundrum)
  

Any option available seems to have a rather steep learning curve, and customization challenge. These aren't particularly good reasons to avoid a CRM solution, if that is in fact in the best interest of the organization. In fact, one can argue that this is a prime example of "fail fast forward", get the implementation going so you can figure out what has gone wrong.

To me, that is what makes a low-cost initial tool something important to consider. You can readily pilot the option in a low-risk manner. But there is always the element of opportunity cost, time spent on the pilot, etc.