[ahoyhere]

"Specialized CRM software? Issue tracking software? It just did not work for us - our customers are small and really want simple, personal communication."

This doesn't mean that you should go back to using plain email. It means that the CRM and issue tracking software sucks.

If you want to run a business with more than a few customers and keep your sanity, you have to have segregation.

Gmail / any mail client does not offer the tools you need to do really good customer service beyond a few customers, either.