A short and sweet answer for this is YES.
Using a spreadsheet to track customer interactions might work now, but it’ll quickly become painful as your sales team and customer base grow.
As you scale up your business, it will be difficult to pull every contact from your phonebook to make calls. Here the telephony feature in your CRM can be of a great help. This is coupled with auto responders and appointment schedulers.
Picture this… If your sales reps are pursuing one prospect, it can be annoying to the potential customer. So you need a tracking software to keep a knowledge of the customer interactions and in which stage of the sales cycle he/she lies in.
If you intend to grow, you need to adopt tools that will grow with you. That’s why we recommend even small businesses to go for CRM.