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If you want to stay within Gmail without a full blown CRM something like Active Inbox can do a lot of what you need:
https://www.activeinboxhq.com/

Customer details / profiles can be stored within Gmail Contacts too.

This arrangement is limited if you grow a lot and need other staff collaborators etc, in which case a dedicated CRM like Zoho would be more suited. They generally require expert help to setup and run efficiently too.