Ask most business people what CRM means and they will confidently reply, "Customer Relationship Management" (and then likely add "Duh!")
But then ask them what they use their CRM for and their answers become more revealing. Marketers say "well, it's the email database where we store our contacts for our quarterly newsletter." Sales people roll their eyes and say "its where my boss makes me enter my forecast for my, so called, pipeline of deals" and service people look at you quizzically and say "Uhh, well that's marketing's bag I think, we have our own help desk system for looking after customers."
Ohh dear...