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ur product should be good & the way that u know that ur product is good & meet the customer expectations at least is the good CRM , add to that it is the way to correct the defects & make it better via listening to ur clients honestly.
CRM is important as you can figure out the new trends, and new channels for your customer, and you can even predict their behavior.
Both are important. But apart from specs durablity of the product is also important. Now if u outsource the production process to China and customer service to india and the customers are largely American, if the harddrive of the high spec laptop crashes within1 week after playing online games for more than24 hours it is hard on the customer service dept. How much u try to help the customer he is going to turn a detractor with a comment in the survey Bring jobs back to America.
