The whole erp/crm web thing is the long promised but as yet undiscovered holy grail. It’s a combination of faith healing and snake oil sales. IE: If you believe it’s possible (and you have to believe) then some IT salesperson will gladly take your money.
Speaking from experience over many years, these sort of projects face many huge problems and a number of smaller ones.
1: It usually costs a bundle.
2: It usually takes forever to develop and implement, and it’s never does what you want.
3: None of your staff will ever use it properly ’cos it’s too difficult to learn. It’s easier to write something on a yellow Post it than fire up the erp/crm monster.
4: You’re trying to put human relationships and interactions, which are by default irrational, illogical and emotional into a logical, rational and emotionless system.
You’ll have better luck trying to herd cats.
Left brain control types crave this sort of solution, right brains know it’s a fantasy.
Having said all that, the semantic web, web 3.0 or whatever else it’s called may hold some solutions, but we’re not there yet.