Your existing software systems, the ones that your users and employees use every day to make your business turn over, are often the systems that have the most pain points. Although these systems are valuable, your business could not run without them, they are frequently cumbersome and users have to work around the system to get their jobs done, rather than working with it.
Have you done the math on how much the cumulative frustration with an obstinate system costs your company in morale and productivity? It truly can affect your bottom line as well as customer relations. If people enjoy working with a package, they will provide better and faster service and clients will notice.
Even relatively new systems can be damaging to the company. The argument we usually hear is that we have to keep and work with the system because we have layed out x amount for it. The truth is, that if the problems have not been sorted out after the first year or 2, they probably will not be, and ignoring it, and just hoping for the best, will cost you a lot more in the long run.
One of our design principals is that software should be as simple as possible. Software should intuatively assist the user to achieve a given goal in an elegant and straightforward manor. We take pleasure in hearing the positive responses of users when systems just work for them, after they have been so used to working for the system instead.
Unfortunately, our experience has been that not many companies have caught on to the right way of doing things. The point is not to sell a system that has the theoretical ability to do 300 different things, and has as many features, but it is to do a few things really well, and build them out bit by bit as the most valueable requirements are identified through an ongoing relationship between the stakeholders and the software developers.
"There are two ways of constructing a software design. One way is to make it so simple that there are obviously no deficiencies. And the other way is to make it so complicated that there are no obvious deficiencies." - C.A.R. Hoare