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In this tutorial, the importance of having a Customer Relationship Management (CRM) system in 2023 is highlighted, focusing on key areas like customer service, customer experience, and sales. CRMs are defined as central repositories, often in the cloud, that enable businesses to track, manage, and connect with customers efficiently. Signs that a company needs a CRM include lagging sales and poor customer support. The evolving customer landscape demands optimized experiences, with examples from e-commerce setting high expectations for service speed. CRMs enhance customer experience by providing tools for effective communication, including chat, messaging, and email support to handle customer complaints effectively.
