He's not saying companies can't keep a CRM system to keep track of leads and customers. What he means is the sneaky and hidden ways in which FB, Google and othe

He's not saying companies can't keep a CRM system to keep track of leads and customers. What he means is the sneaky and hidden ways in which FB, Google and other advertising based tech companies track your every action on the web, create a profile for you without your explicit permission and selling that information or access to it to advertisers, etc.