Or CRM is really a means to distance a company from its customers, which is the more cynical (and hence more true) way to look at it.
Verizon Tells Customer To Get A Lawyer & A Subpoena To Get An Itemized Bill – Techdirt
“The judge has also suggested Verizon should be fined $1,000 for its failure here, and that suggestion will be reviewed by the Pennsylvania Public Utility Commission.”
What a joke.
If printing/distribution cost is an issue (which it is of course, for any company with so many customers and so little revenue per customer) provide the information on-line and only on-line.