Tee Em,
I've got to mostly agree with you there.
I hate to say it but those who need their CRM skills (I am talking about 'traditional' definition of CRM skills here, rather than the broader human factors issues) improved appear to be the ones that don't seem to take much in. That's to be expected, I guess. Those who take the CRM stuff on board seem to be those that already have decent CRM skills (again, that is to be expected, I guess).
The 'trick' seems to be more about teaching those on the receiving end of bad CRM skills how to handle those with bad CRM skills.
TEM things can be taken too far and become daft.