The blinking cursor on Sarah’s shared screen was a tiny, relentless pulse. It hovered over a field in the new CRM – “Client Engagement Score.” Everyone in the call, all five of us, including the project manager and the director, could see the browser tab peeking out from behind it. The name of the Excel file:
Client_Scores_REAL_V15_FINAL.xlsx.
No one said a thing. The air crackled with a silent, collective understanding, a truth too expensive to utter. It felt like watching a play where everyone knew the lines were fake, but the performance continued, out of habit, out of fear.
I remember thinking, not for the first time, how much of our lives are spent in this uncomfortable, unspoken agreement. This system, hyped for a year and costing a cool $575,000, was supposed to streamline everything, give us a single source of truth. Instead, it was an elaborate theatre, a stage where we performed for an audience who demanded data the system couldn’t genuinely collect, or perhaps, data they simply preferred to be curated. The sheer amount of collective energy diverted to this charade was staggering; imagine what we could achieve if that energy was directed towards real work, real solutions.
The Manager’s Fantasy
This isn’t about user resistance to change, not really. That’s the easy out, the convenient narrative for those who parachuted in, delivered a solution, and then vanished. It’s about a fundamental disconnect, a profound miscalculation. The software









































































































































































































































































































































































































































































































































