Customer relationship management platforms are already firmly ensconced within the sales technology and strategies of most small and midsized businesses. Sales teams have been using their CRMs for basic, day-to-day-functions — such as managing customer information and tracking purchase history — for decades. In that time, CRMs have faithfully served as a place to store data, log notes, and manage contacts.

But while sales reps have long been using the platform's core features, most aren't getting as much out of their CRMs as they could be. Even more concerning, some businesses could be using the wrong CRM altogether.