As a youngster, I worked for an insurance agent, which was a great chance to see a lot of important things. First, I saw CRM – the discipline, not the technology – as it is supposed to be practiced. Our agent, Gary Wenberg, was there for his insureds no matter the time of day or the day of the week. I saw him return from vacations early when his customers had a special need. This was customer relationship management of a type no technology could provide. Second, I saw what happens when you fall behind the technology curve.