[threeseed]

Because it is the source of truth for all of your customers both current and future.

And surely customers should be the centre of everyone's business.

[swah]

Like OP, I'd love to understand better what Salesforce does (so well, it seems).

Its a bit hard to imagine, just like SAP software (for me), since all your experience is on industries far from that world.

[edumucelli]

In their documentation Gitlab explains the usage they have of Salesforce, you may get a non-Gitlab specific view of it, for example: https://about.gitlab.com/handbook/customer-success/using-sal...