Doesn't CRM software also partly work as a support software, in which you organize your customer support? As my understanding, a CRM software is solely for the purpose to solve deals/orders etc. Or do I misunderstand something here?
If not, what is the ideal workflow? I can imagine something like this:
I have one email-address firstname.lastname@example.org for all my customer interactions. My support software collects all the requests to this address.
So when a customer sends me an order to that email address, it is turned into a support request and I get notified. When I go into my support software I realize that this request actually is an order and transfer it into my CRM software, initiating a new deal etc.
Or should I much rather have two email addresses, email@example.com and firstname.lastname@example.org, one sending to my support software and one to my CRM? I think that this makes it harder for my customer to understand which email address he has to send his requests to.