I haven't really added anything (apart from expanding minimally on one or two ideas), nor did I remove any links. I haven't really changed the structure (2 sections switched places). Perhaps the whole thing still needs an overhaul, but at least it ought to be halfway readable for now. 

 There's also a couple of pseudo-contradictions in the text, with operational and collaborative CRM overlapping to large extents. But I only tried to make it readable, not logical