Nutshell

From day one (we've been using nutshell almost as long as they've been around), I was impressed by the level of customizability. Many CRMs force you into one method or process, but nutshell gives you choices that help you customize it to your company's processes. They have a fairly robust API that is great for automating the import of leads from other systems. Their round-robin distribution fairly distributes the leads and is one feature that keeps us with them. The universal search is fast and easy to use (though, if you have garbage data it will make things difficult). I think the pricing is very competitive and we feel it is a great value.

I think they could use a huge UI/UX improvement. They've maid some improvements over the years, but the site looks dated and there are generally many clicks to get from one step to the next (again, they've made improvements, but it's time for a major overhaul in my opinion). Another interesting thing that I'm not a huge fan of is that you can't apply custom processes to different teams. We have inside and outside sale teams and each one uses a different process. While I mentioned the ability to customize the process being a huge pro, I need to take that one step further and allow me to customize it per team.

Try it out and see how much your process fits into the platform. You'll always need to adjust/be flexible, but I think Nutshell is a great platform for exactly that. We've looked into SalesForce as our organization grows and have found them to be extremely expensive, difficult to work with, and generally unhelpful. What Nutshell may lack in a particular feature or integration they make up for in customer service and effort.