Do I need a CRM and which one should I use?

If you have more than 20 customers and any sales pipeline, yes. HubSpot CRM (free tier) covers most small business needs: contact management, deal tracking, email templates, and basic reporting. Zoho CRM is cheaper for paid features. Salesforce is overkill until you have 10+ salespeople. The biggest ROI from a CRM comes from automating follow-ups — most leads die from lack of follow-up, not lack of interest.