CRM software keeps this information in one place, efficiently organizes it, and makes it possible to take immediate action with it, such as sending a loyal customer a gift card on their birthday or offering an up-sell opportunity to a platform from which you know their business can benefit (based on previous conversations). Its also a great way to woo back inactive customers. The key is to select the software thats right for the way your team works. The last thing you want is to see employees fighting new software instead of interacting with the customer. CRM software isnot just about tracking and maintaining contact information. While most look to CRM software as primarily a sales tool, its moved beyond that space.