Are there SalesForce.com users here?

If so I'd like to discuss your experiences.

We franchise three different types of specialty shops and are preparing to launch a fourth. The database system we've had in place these past five years now feels primitive and is clearly inadequate to our needs.

Not having dealt in this area in some time I'm uncertain who the players are we should be approaching and more importantly, what we should be budgeting for a modern database.

Because we have franchisees scattered across several states and regions and have field reps visiting them regularly, our number one requirement is that they have access to our database from their laptops and their iPhones. But that's not our only requirement (see below).

I've been receiving both positive and negative reports about SalesForce.com. Before I approach them I'd like to hear from actual end users about what they like and whatever regrets them might have about that choice. I'd also like recommendations for alternatives we should be considering.

Our company:
Last year we had $7.5 million in revenue from franchisee fees and services, not including the sales recorded in the shops themselves. We have a staff of 15, including field reps. Our database includes 1000 active and former franchisees, and suppliers. We have an additional 10,000 prospective franchisees.

Mandatory features:
1. Access via web browser to laptops and iPhones.
2. A relational database, rather than a "flat file" structure. I know and understand the difference and wish to exit the world of flat file databases.
3. Task management features, such as date and time and location to meet with someone in the field, the objectives of the meeting, and so forth.
4. A meeting feedback mechanism to report on what was said, etc.
5. A way to reschedule meetings.
6. A who-to-call list, date to call, what to discuss
7. I'd rather have both incoming and outgoing email within the same system rather than have users switching back and forth. Therefore a technique to automatically import all unread email. Best of all have received email automatically linked to the right client by finding an address match already in the system.
8. Estimates, Customer Orders, Purchase Orders (to third parties on behalf of a client) and Invoices. We currently use QuickBooks but are contemplating making a switch. I'd prefer stop allowing our users access to our accounting software. Therefore I'd prefer they prep their invoices in the database and then have the database send the data to QuickBooks or whatever we eventually settle on. Then only the accountant has access to the accounting software. Is this possible? What are the pitfalls of going this way?
9. Because we maintain different "corporate" identities for each of our three specialty shops, complete with different website and matching email addresses, a way of changing our outgoing identity as appropriate when sending email, etc. Some of our franchisees hold multiple shops across our different types. When we send a message it should be clear which brand of shop the message applies to.
10. A messaging system between users of the database. At the moment they send email to each other, which feels primitive.
11. Because we purchase prospect lists from time to time, a way of importing them into the database. And a way of excluding names from the import that already exist.
12. From time to time users create new records which duplicate existing ones. I need a system that will allow merging of those duplicates. It's embarrassing to send out two or three mailings to the same individual.

Nice options:
1. A field for including a contact's picture.
2. Programmable search criteria and a way to either save resulting set for later recall, or better yet, to save the search criteria itself to apply again at a later date.
3. A way to generate pie and bar charts within the database and then export to Excel.
4. A way to schedule in house meetings for a selection of staff.
5. A tracking system for reporting the sequence of contacts with someone. For instance, on this date someone called, on another date someone visited, on yet another an invoice was generated.

How long does it generally take to make the transition?
Who does customization and what does that cost?
What's involved in training our users?
What else should I be considering?

Thanks for your assistance.

[email]coppercliff@gmail.com[/email]