The high price of complexity
In a Wall Street Journal interview, Freshworks Chief Integrated Customer Growth Officer Mika Yamamoto says unnecessary friction accounts for 7% loss of revenue and hours of lost productivity
Friction is everywhere in most organizations—from software sprawl, work done in silos, and implementations that go on forever. The result? Unnecessary complexity that accounts for 7% of revenue loss and a waste of $1 out of $5 in software spend. Plus, employees lose nearly a full day of work from a complicated work environment.
"The morale impact of complexity is significant," Yamamoto told the Wall Street Journal, pointing to Freshworks' research in The Global Cost of Complexity report. "60% of employees report being at least somewhat likely to quit due to the frustration caused by disconnected tools and unclear processes. Complexity doesn’t just slow work—it wears people down."
But there are ways to tackle these issues, says Yamamoto.
"For most organizations, the best options are platforms that work out of the box, unify data and integrate without extensive customization," she says. "It’s important to involve end users early, track time lost to friction and hold vendors accountable. Every decision-maker should ask, 'Does this help people focus on high-value work?' If not, rethink it."
Read the full story in the Wall Street Journal.
