en.wikipedia.org/wiki/First_call_resolution

As written today, this sentence says CRM started about 10 years ago, i.e. roughly 2016–2017. That is incorrect.

Authoritative histories place CRM much earlier:

• TechTarget says CRM evolved through multiple earlier stages: paper/manual systems in the 1950s–1970s, digital CRM in the 1980s–1990s, and that by 1995 industry experts had coined the term customer relationship management.
• SAP likewise says CRM began to emerge in the 1980s, with contact-management software such as ACT! in 1987, and that CRM "really started to take shape in the 1990s."

There is also a strong sign that Wikipedia preserved an outdated relative-time phrase from an older source rather than an accurate current statement. The original EE Times article published March 1, 2007 said: "The old days of 'measure everything that moves' ended with the advent of customer relationship management nearly a decade ago." In 2007, "nearly a decade ago" pointed back to the late 1990s. Repeating that phrase unchanged in a page last edited years later makes the timeline false.

So the problem is not just wording style; the sentence gives readers the wrong historical date for CRM by roughly two to three decades.