IT has been said that the term xRM confuses clients. In fact it has even been said that using the words xRM are "anti-Marketing"; however this youtube video really summarizes the concept quite well.
Additionally smart customers really do want a competitive differentiator and getting this competitive differentiator without writing 100% custom is such an awesome incredible.
Configuration, Configuration, with a dash of extension ....
Why Supported Extension? Integration options, portal options and ...