In principle, CRM software should bring structure when collecting, archiving, and processing customer data in order to facilitate customer care and save valuable time. In this way, you can focus on developing strategies to improve the relationship with your customers. From CRM tools in the upper price segment, you should expect transaction and service processes to be partially automated based on the acquired data. For example, the response time for complaints can be significantly reduced by direct database access. Some programs have the ability to send reminders and offers to customers automatically.
A solution that saves you a lot of time does not necessarily have to be expensive. What is most important is how well you or your employees can work with the software. If a program does have automation features, but takes a while to get used to, the additional effort quickly outweighs the time saved. The same is true for linking the CRM application to other software, as well as for updating and expanding. It is very important that you choose a tool that supports the programs you use, or allows you to implement them with little effort.
In addition, you should ensure than you have the necessary resources for setup and maintenance (whether in terms of time, personnel, or finances), otherwise you will not achieve any significant improvements with any CRM tool, whether open source or proprietary.