A web site is a tool. Asking whether you need a web site is like asking whether you need a pen.
Types of software
You don’t have to have a web site. Make one if it’s useful for your customers.
A question that can lead to good automation is “how can we reduce the volume of emails?”
The first step towards good document management is to eliminate as much as possible.
If you use “ERP” as a meaningless sequence of letters, it’s OK. If you try to look it up, you may be in trouble.