hi
i dont know exactly what the title of the thing i m looking for but
this is what it does:

has a contacts database
sends web based email from an external mail server
has a history of in and out emails
history of all users viewable by admin/subadmin
web based

- everything revolves around the customer ie. from customer contact details page can send email n view in/out emails etc. -

Here are some links, in no particular order:
http://www.mioga.org/
http://www.phpgroupware.org/ (the best known)
http://apps.phpgroupware.org/
http://cwriter.org/index.php?l=en (collaborative writing)
http://grouptime.sourceforge.net/
http://outreach.sourceforge.net/
http://www.realizationsystems.com/
http://www.sherpath.org/
http://twiggi.sourceforge.net/

Want more? Try Google...

Yves.