Why is CRM important?

This are the reasons why CRM is important, first is sales increase, you can
collect any data from the customers, for example is web forms, you can make
your own customized form and put fields like customer’s names, their address,
age, preference, family members, etc. or whatever you think is ideal to design a
perfect marketing tool, after this you can send any offers that is eye catching and
special loyalty discounts or free giveaways.

Second is CRM generates more leads, by the use of the form you can give
freebies if they put their email addresses, after that you can have an overview on
what is the interest of that costumer for a product or a service, after the costumer
is satisfied from your product or service, you may ask them to refer your company
to a friend, then friend after friend and leads can be make.

Third is costumer service improvement, in a business you must know if

some of your costumers are unsatisfied or your offered product or service,
because an unhappy costumer may leave and it can ruin your business reputation,
you can know this by monitoring the feedbacks and rates of your costumer to
your product, and this data must be available to the team that focuses on
innovating costumer problem solutions.

https://www.relevance.com/6-reasons-why-crm-is-important-for-your-business/