"All of us are customers. So, let’s be honest. What if you had to have a relationship, as defined not by you but by the vendor, with every company that made or sold every product that you used last month? Would there be any end to the information they would want to collect?"
This article asks whether the M in CRM stands for Management or Manipulation. CRM often sounds like a sophisticated euphemism for a "let’s find our most profitable customers and milk ’em" strategy, leaving the customer service perspective out.
See also 7 key reasons for CRM failures and CRM Pain Must Not Outweigh Productivity Gain.