CRM has become more vital, with 60% of professionals citing it as more important than five years ago. Key goals include centralizing customer data, improving pipeline visibility, enhancing lead quality, and integrating AI and analytics. CRM now drives collaboration across sales, marketing, and service, enabling a 360° customer view. Usability and customization are critical for adoption, with ease of use seen as a top success factor. Moving forward, organizations prioritize leveraging AI, personalized engagement, and unified workflows to drive customer-centric strategies and long-term growth.

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