Back in the 70’s, the late, great Gilda Radner played a little old lady character on Saturday Night Live name Emily Litella. Emily Litella would appear on the news with an editorial reply, angry and confused about a news item that she invariably misunderstood.

“What’s all this I hear about Presidential Erections? I say it is best kept between the President and the First Lady. We should not be prying into the President’s private life. It’s just shameful.”

The SNL News anchor would then disabuse poor Emily and she would meekly reply, “Nevermind.”

I feel a little like Emily on the subject of CRM, which is short for Customer Relationship Management. Every CRM program I have looked at is (a) a lot of work to set up and (b) a glorified version of Outlook.

What am I missing?