How can using a CRM support business operations?

Respond to the following in a minimum of 175 words:
Consider whether you are for or against the following statement in the electronic age: Customer relationships are more important than ever, and Zappos provides the new benchmark that all corporations should follow. Select a side in the argument and justify your answer.
Does Zappos use a CRM?
How can using a CRM support business operations?
What are the benefits and challenges of using a CRM in a business?
What would you suggest as best practices that should be used for a CRM to be successful? Explain your answer.