I totally agree, and look at the success that Salesforce.com has had. I have seen numerous examples where a reasonably tech savvy person on a sales or support team has been able to put together a totally acceptable workflow to manage their team without having to deal with any product managers, qa, developers, or IT personnel. It can save a tremendous amount in both development and opportunity costs.

It's not always perfect. As adoption and complexity increases, teams often find themselves bumping up against the limits of the tool eventually, and need to bring in specialists to help. But even then, it seems much better than the alternative of trying to code your own CRM system from scratch.