M365: CRM Software- why you probably don't need it. See also - Other Office 365 Posts I follow several business forums and frequently I see questions posted that relate to the use of CRM software. 'Do I need a CRM?' 'Which is the best CRM?' and, too frequently 'Which is the cheapest CRM?' Customer Relationship Management is a strategic aim, an operational process, or both. However, the term CRM is often used to describe the software that enables a business to achieve the strategic aim, or run the operational process. Often a CRM software solution is deployed and the resources to run data capture and categorization are added according to the needs of the software. This is not the most cost effective approach. Ideally the strategy and the operational means should exist before any software solution is attempted. In short the business must have a clear idea of what is to be achieved before the CRM software solution is evaluated for cost effectiveness. What