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Galen, a web designer, emphasizes the importance of using CRM (client relationship management) tools in business, based on his own experience of wasting time by not utilizing them. Initially, he believed his business wasn't established enough for a CRM, which hindered his growth and scalability. After learning valuable lessons, he now advocates that every service provider needs such tools to manage daily operations effectively. Galen credits his use of HoneyBook for significantly transforming his business, and the tutorial focuses on efficiently creating proposals using this tool.