As your business grows, you will likely need to add customer relationship management (CRM) software. In some cases, your CRM will replace your email software, but a CRM is much more than an email service provider. It can, in fact, be difficult to pin down theexact role of a CRM because that role varies widely from solution to solution. That said, all CRMs are designed to manage the relationships with your customers and prospects, as well as the data associated with that relationship.