I think the context of the blog post, "the lonely sysadmin", means "working mainly with customers" isn't its target audience. Bikeshedding for a moment, I susp

I think the context of the blog post, "the lonely sysadmin", means "working mainly with customers" isn't its target audience. Bikeshedding for a moment, I suspect the right response for people "working mostly with customers" is for the CRM to automatically re-route known-customer and cold-call emails to someone else on the "working mostly with customer" team, instead of first up telling customers or leads "Sorry, Bob's away for 2 weeks", which is _never_ going to be the message you want to be sending there...