I'm afraid I'm not going to take the discussion much further forward, but I feel compelled to record that I'm shocked!
I really thought this sort of dinosaur had died out in the eighties. At my age, to discover one is actually rather naive is a little upsetting!.
Popay has written a very credible account of behaviour which CRM was specifically intended to fix, but as someone else has said, those who need it most pay least attention to CRM.