Original work needed. Why it is important to align Customer Relationship Management initiatives with business goals? Can you give an example?

Original work needed.

Why it is important to align Customer Relationship Management initiatives with business goals? Can you give an example? Do you think that the CRM softwares and applications will soon replace personal interaction? Futurists predict that many customers interactions will be handled by robots in the next decade. What are the advantages and challenges of using robotics to achieve cost effectiveness and meaningful customers interface?