You don't. But the management has been sold by the smooth fast talking salespeople. Then come the consultants to do the bespoke customization.
If you look at IT history, it goes something like:
$ -> COBOL & mainframes -> RPG & minicomputers -> RDBMS (DB2, Oracle, Ingress, etc)
-> ERP (SAP, PeopleSoft, etc) -> CRM (Salesforce, etc) -> ... AI/LLM/ML -> $$$$ -> ?The billing system still runs on the mainframe. There’s still a service provisioning system bolted onto the ERP. CRM is how the sales and customer support teams interact with those backend systems, and now there’s chatbots (some of which are LLM powered) on top of the CRM handing some routine customer interactions.