Great article. The confusion about what team does what is priceless...yet so common!
To provide some sympathy for the folks already working there: you always replace systems well after you've overrun them.
When the ad hoc system works (consider that google spreadsheet at a time when there were three support people and perhaps a dozen customers) you're not going to decide to replace it with something more complicated. Then you're busy growing so you just keep the system going through sheer force of will. You only replace it when the effort is unbearable; at that point you say, frustratedly, "I wish we'd done this sooner."
To provide some sympathy for the folks already working there: you always replace systems well after you've overrun them.
When the ad hoc system works (consider that google spreadsheet at a time when there were three support people and perhaps a dozen customers) you're not going to decide to replace it with something more complicated. Then you're busy growing so you just keep the system going through sheer force of will. You only replace it when the effort is unbearable; at that point you say, frustratedly, "I wish we'd done this sooner."