The more hoops you make your customers jump through, the less likely they are to jump at all. No one has ever clicked on your "contact us" page and said "OH GOODIE! A CONTACT FORM!" Your customers and prospects don't give a damn about your extra fancy CRM system or lead to purchase funnel. They want instant gratification. They want to talk to someone. They want it now. By phone. By email. By social. In person. On their terms. Via their preferred channel. On their timetable. If your brand doesn't provide it, the back button and Google will gladly provide thousands of other competitors and choices. Your convoluted internal processes, department silos and legacy systems don't count for squat. Organize and optimize around your customer. The job you save may be your own. And while you're at it, kill your voice mail trees, captcha forms, no substitution policies, "not my job" thinking, form of payment limitations and "that's the way we've always done it" mentalities.