Most companies organize customer tools around their own org chart, then wonder why customers get frustrated. The structure that makes internal work easier is usually the one that makes customer problems harder to solve.
Most knowledge work never finishes. It just stops. The start, ship, close, and sum-up methodology creates deliberate moments that turn continuous work into resolved units.
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.