Do organisations comprehend what the impact (pros/cons) is of a customer relationship management (CRM) system in realizing the business objectives?

it is true that human nature is unpredictable, same case is with customers. organizations sometimes wrongly predicts its customers expectation results decline in sales or performance. I believe that CRM systems only supports your decision and make a stats for you, organization intellects only realizes what the organization objective is or what should be in future.