I like that it gives me access to my customer's information, even if they are not logged in yet! It makes keeping up with customers who have been inactive for years so much easier than trying to track them down myself. The only thing I don't really care about (but isn't too big of a deal) is how slow the system sometimes gets when loading pages/forms etc., but this could probably just as easily be fixed through some updates. Try using it out first before deciding whether or not its what you're looking for. We use CBL mainly because we want our clients' data without having to physically get their contact info ourselves.