The purpose of this blog is to identify systemic problems -- usually related to CRM, but not always -- that arise from specific customer service incidents. The incidents happen to come from personal experience, but I do my best to offer neutral versions of the events. In addition to the "more heat than light" problem that arises from too much emotion in some posts in the wild, there is a tendency to overlook the issues encountered by the enterprise. Where it makes sense, I try to identify, or at least imagine, what the issues may be on the service supplier side. The issues are sometimes completely beyond the control of the Customer Service Agent (CSR). However, the CSR is often the public face of the enterprise, and the added scrutiny observers such as this ex-CSR is to be expected.