CRM stands for customer relationship management, and even that doesn't really help define "what it is."
A CRM is the backbone to a business. A good CRM does more than just help your law firm manage and convert leads into paying clients. It also helps you with your marketing efforts, gives you accurate reports and dashboards to help you make smarter business decisions, and gives your entire law firm a source of truth when it comes to finding information about any contact related to your firm.
It should also enable your team to work acrossss departments, giving insights into the communication that has taken place between members of your staff and leads, prospects, and clients. That goes for calls, texts, chats, and emails. All in one place.