Table of Contents Defining the Friction Gap 01 Common causes of Friction 02 Measuring the Friction Gap 04 A Four-Stage Continuous Improvement Framework 05 Diagnose High-Impact Friction Points 06 Build a Culture of Incremental Change 07 Optimize and Automate Core Processes 08 Ongoing Leadership Action Plan 09 Next Steps 12 A Winning Combination: Salesforce and PS Advisory 10 Case Studies 11