Letter: It's the Results That Matter
All the lingo means zip. It is only results that matter. And it is customers that are our real employers in direct ... no matter how we get our message to our audience.
Customers have "told" us choice, service, speed, value are most important to them - the customer. Clients/customers/patients/guests have zero idea what CRM is ... and they do not care. They only care that you care for them.
You are right about what you write. Good stuff.