Below are some recommended websites and whitepapers that offer Customer Relationship Management information and techniques that can be applied to small businesses.

CRM Software Selection and Implementation

Which CRM Deployment is Right for You? - compares on-demand to on-premise implementation models. Free from Oracle (requires you to fill out form)

How to Select a CRM System: 9 Factors to Consider When Evaluating CRM

Why Some Companies Succeed at CRM (and Many Fail)

What would the perfect Small Business CRM look like?

Compare CRM Software Evaluation

Marketing

Duct Tape Marketing - among small biz marketing blogs, this is my personal favorite

More Good CRM Stuff

Citizen Relationship Management - some excellent academic analysis of CiRM