@SauteePan - I never thought of that. I also think that using a contact relationship management tool also reminds a new salesperson to contact a customer in order to follow up with them.
With this type of system you can also send cards or special incentives to customers on their birthday or special events. If the computer can keep track of these things it will make the service more efficient and still maintain that personal touch.
I think that these tools can be great as long as everyone uses the system otherwise it will be a waste of time because the information will not be current.