What's a CRM? When we use the term it typically means a customer relationship management (CRM) platform - a piece of software that makes it easy to get an at-a-glance view of every interaction a customer has with your business. (Read more about CRMs here.)
CRM platforms range in complexity, from Salesforce which comes with lots of sophisticated features to categorize and track interactions, to platforms that are straightforward and simple.
If you're using live chat software on your website, start by integrating it with a simple CRM. This is the easiest way to ensure customer conversations are shared across your entire organization, and to understand what features you actually need.