Seth Godin’s talked about a website called This is broken in a very amusing and insightful video which is below. For many, if not all, of the issues he talks about have a process problem as the root cause. The most obvious process problems emerge in customer service. For a couple of reasons 1) the lowest paid staff touch the customers 2) processes are poorly defined because “we have a CRM system”. Hint: a CRM system is not the same as your customer processes.