Business processes and systems trend toward entropy. If left on their own then the only result can be disorder. The people who are at the mercy of this disorder are those that speak with and support clients and customers. We don’t make it hard to deliver great results to customers, it just happens. Take an annual audit of your business processes that customer support and sales teams need to deal with or get complaints about. Then get merciless at cutting out the junk you find that doesn’t help anyone.