Where to start. I believe it falls in three categories:
1. Dying business model - can't be argued. Acquiring additional (albeit slowly) dying franchises and calling it "growth" is a fallacy. Ring the death toll.
2. Technology & Business Systems - atrocious. This business is operating with back and front end infrastructure from the early 90's, including no CRM whatsoever. Good luck future Account Managers, I'm sayin a little prayer for you. Mgmt response when logging said complaints - "it's coming! Open the phone book!" The phone book lolll.
3. Management of course. There seems to be a blind allegiance to the fruitful past of this business, which is not at all helpful to any new employee trying to break in and find success. Delusion, pride and ego are the primary drivers at play here. Most of these people have been doing this for 30+ years, and they are at a point where real chage is....not going to happen.