ONE-TO-ONE MARKETING: Comment - Have we trampled customers in the rush to technology?

Much has been written, even some by myself, about how technology companies have ruined CRM for us all through the aggressive promotion of systems to companies that didn't know they needed them. Recently, I was reminded how a large local utility had installed a famous call centre management system and as a result managed to increase one of its key transaction times from five to 15 minutes.