Most of the journey your user takes happens behind closed doors:

- realisation of need

- creating and evaluating a shortlist

- choosing a preferred product

- escalating a request upwards

- the purchase journey via a Procurement department

- installing in an enterprise environment

- post-purchase support when each department in the company is highly disconnected.

You need to win at every touchpoint in that journey, and have easily accessible information that supports the user at every point where you're not there.

That sort of systems-level thinking isn't just desirable, it's mission critical.