The board

Time from application to offer averages six weeks. Two strong candidates this year told us they accepted elsewhere purely because we were slow. The steps themselves are fine — the gaps between them are the problem.

When a customer churns we log the fact but never the reason. No exit conversation, no pattern analysis. We're guessing at retention fixes.

Recurring meetings keep running long after their purpose is gone. Most have no agenda and no decisions recorded, so the same discussion repeats a month later.

Each manager rebuilds the same numbers by hand in their own spreadsheet every month. The data all exists in our systems — nobody has connected it. That's roughly 30 person-days a month across the company.

The roadmap is set top-down once a year. Support and sales hear what customers actually want every day, but there's no channel for that to reach product decisions.

There's no single place where complaints land, so nobody sees patterns. The same delivery issue was reported by four customers to four different people before anyone noticed it was systemic.

Every new hire spends their first two weeks borrowing a colleague's login or doing busywork because accounts, licences and permissions arrive piecemeal. It's a terrible first impression and a security risk.

Sales can't send a quote without pricing sign-off from two departments. Competitors reply in a day. I've watched at least three deals this quarter go cold while a quote sat in someone's inbox.