Thank you for sharing such an interesting article!
CRM is a really must-have software for businesses that operate with clients. Another type of software, I found, that every middle and large-sized business should apply is custom learning management systems for employees for sure and for clients if needed. Here is some more information on this to read https://symphony-solutions.com/insights/custom-lms-development-for-enterprise.
As education of employees helps always to boost teams' productivity and cuts costs in results too, it's a good investment for your business.