1. CRM stands for Customer Relationship Management. It's used by Nonprofit Sector for Client/Congregation/Donor relationships too. It touches every aspect of customer journey - starting from the point when a customer comes in touch with your brand for the first time to the point when that customer becomes your loyal advocate.
2. It leverages best practices and software components across marketing, sales and customer support.

At a high level, a CRM can help marketing/outreach teams nurture leads/visitors/donors/new members, so sales/development/recruitment teams can focus on sales/donor/member ready leads. It can help sales/development/outreach teams win more deals, win important deals and accelerate sales cycles. Finally, it can help support teams drive retention and build loyalty by providing timely support.

1. Provide easy access to pertinent customer information
2. Implement efficient processes with automation of repetitive tasks
3. Sales reps and support agents know what they need to work on
4. Marketing teams can measure campaign performance and quality of sales qualified leads
5. Sales and support managers can visualize what is happening, identify bottlenecks and take corrective actions based on reliable data

Vtiger addresses these challenges with an integrated offering, implementation of best practices and extensive customizability.
Senior management buy-in is also a critical success factor for a CRM.