Why did contact management evolve into Customer Relationship Management (CRM)?
Although contact management did come a long way from its initial days, most (in their software application avatars) were just databases with some advanced functionalities at the core. With contact management becoming increasingly entwined with sales management, the need for a system with the capability to collate diverse business data was felt. Eventually, this led to the evolution of contact management into modern CRMs.
CRMs not only allowed easier information access across the organization but also enabled end to end tracking of the customer journey. The adoption of CRM over contact management was a no-brainer owing to these powerful advantages.