John Moore wrote a blog regarding the complexity of CRM - He questioned whether we are making it too complex. Have a look for yourself - Why do we insist on complicating CRM?  - Here is my initial response:

I am going to try and look forward here, and suggest simply that it is complicated – as much as we try to simplify it. I understand your frustration though, and I look at it pragmatically – starting with your first two bullets:

There is a big difference between storing account information and modeling relationships as you put it – I actually agree with you that the objective is to model the relationships – but a simple CRM application really can’t do that – It is hard – yes, and complicated.

In your second bullet, you speak to storing data – yes, that is exactly what is stored, I cannot disagree – BUT the ability to use data to guide insights and actions is complicated. Data –> Information –> Transformation –> Insights –> Actions. It is like storing GPS coordinates and expecting turn-by-turn directions – not really going to work without the relevant street information.

It is becoming complex, because as you state – “CRM is about defining the right channels” – The right channels may be different channels, same person, different point in time; Different channels, same person, different context – or even new channel – different context.

John's response to me was the following:

However, what a CRM is, regardless of what we call it, is pretty straight-forward, at least in my opinion. Note that I’m not frustrated, just feel the need for all of us to simplify and show how to deliver real value in CRM, is Social, in all that we do with a focus on minimizing failure rates and maximizing value to all involved.

I am not going to beat a dead horse here, but in the realm of what is easy and what is straightforward, the picture below makes it pretty clear that the simple act of choosing the right channels is not simple (even in the post "etc.,.." is used). The relationships are not simple, and the customers are much more demanding than any other time in history. If we were to bring our friends from the IT failure realm into the conversation we would likely learn that the failures are usually from lack of proper upfront analysis and design, and the poor preparation for end-user adoption - lacking, technology - not typically the problem.

My take - over simplifying CRM actually causes many of the project failures - it is complex!