Another factor is that all of the staffs are working at remote locations from each other. So, it's tough to build momentum for projects. That being said, Stryker Endoscopy has still partnered successfully to implement several critical enterprise systems. For example, several divisions share a document management system that was developed with in-house resources. In all cases, customer service remains the driving force behind technology investments at Stryker Endoscopy.
Customers asking for a service probably means a company is already too slow to respond.
I don't know anyone who demanded that gas stations accept credit cards at the pump. It's better to be on the side of pushing services to customers, and not the other way around. It's one solid piece of technology joined with another and then another. Customers will marvel at what they can see. But, the real accomplishment lies beneath the surface.