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I think the use of CRM solely depends on your type of business. If you are running small or middle sized company and you need to contact a lot of people every day, a CRM solution is very important. On the other hand if you have small amount of customer, then such solution might not be so important.

As conclusion I would like to note the prices of the CRM systems had gotten lower for the past couple of years, so any company can afford it :)

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