Hi James - it is certainly possible to use UNA as a CRM, with the core of UNA being it's permissioning system it is possible to create whatever you require. More and more UNA is being used as a starting point for app developers creating new solutions. CRM is a very general term, from what you have described it might be possible out of the box, or as an integration with an existing CRM (we have previously integrated Salesforce) or perhaps it might need some custom development to achieve the results you require.