Before the internet business was done on a local level. No matter what business you were in you could count on the patronage of everyone in the surrounding area because they simply had no other options. Today things are very different. Your clients can do business with any company, anywhere in the world. So why would they choose to do business with you? The answer is knowing your customer. Providing what they need when they need it in a friendly and professional way. To know your customers you need to be aware of every interaction they have with you. What email did they open? What button did they click? What campaign got them to take action? A CRM gives you that knowledge and with it you have a leg up on the competition.