I love the integration between email and the CRM system. We can keep track of every conversation ever shared with a customer.
I don't like that in order to create more automation I would have to purchase the Marketing platform that they have and it is too expensive for small business owners.
CRM is free and it will always be free. But be aware that there are a limited amount of features you can use. If you want to run your marketing from your CRM then make sure you have a large budget ready to spend for the year.
I'm trying to keep track of all the students in our e-learning platform. Communication has been customized for each contact because I was able to create templates with automated fields I record for each customer. It saves a lot of time setting them up in our system and sending communications out.