In the reaches of most people's subconscious, there is a visceral negative reaction to the words "infrastructure" and "internal controls". I blame Office Space and those damned TPS reports.
In our view, these words are synonymous with freedom and self-reliance. When you contact a company and they know who you are, what you have bought, why you are contacting them and have the power to help you, you have found a business with wonderful infrastructure and controls. Stitching together your ERP system, CRM, call software, email marketing programs and your strategy for consumer experience and profitability is inherently difficult. There is a reason why businesses who do it well stand out. It gives employees the freedom to be independent and self-managed and gives managers the confidence to spend time working on improving, rather than monitoring.
We love this stuff. Maybe it's our inner Bill Lumbergh.