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.


Seth Godin at Gel 2006 from Gel Conference on Vimeo.


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