The typical B2B company spends nearly 3 hours coordinating for every 1 hour spent solving customer problems.

Based on a survey of 665 B2B customer service, operations, and account management leaders, this report puts a number on the work that never shows up on a dashboard — and shows what the best teams do differently.

What you’ll get:

• A plain-language definition of what “coordination time” includes (handoffs, re-explaining context, internal meetings and messages, waiting, and looping in stakeholders)

• Why software upgrades and AI automation often improve surface metrics while the coordination burden stays flat or gets worse

• The most common AI failures in customer ops, and why many are coordination failures (lost context, misroutes, extra coordination work)

• What the top 14% did differently to lower the tax, reduce coordination-related burnout, and reduce customer-facing coordination failures