I have 5 years of IT training and have professionally managed a CRM. I use this experience to efficiently follow up with customers, keep track of hot leads, send out newsletters. The follow-up from CRM is so important. I can see who opened emails, clicked on links, how often they looked at the content. And then, I know who the hottest leads are out of 1,000 people that received my emails. Before a call, I can also review what content the customer has viewed so that I know what to talk with them about and where they are in the sales conversation. I currently use Hubspot CRM because of its ease of use, so its easy for other team members to join and its integrations with Gmail.