There are only a finite number of business processes. The differentiation bet-ween firms has to come in their ability to apply the correct product to the customer. Firms will not reap the benefits of the software they implement if they do not change the way the business operates. People buy from people, not from a program. Unless companies change the way they do business, they will not achieve their goals.
Significant change is inevitable as today's product mix is more complex than ever.
Companies need to concentrate on providing customer-focused products. We throw computers at business problems. But the trouble lies not with the technology but the way we use it. When the Internet arrived, we allowed people access to information and services, but did not relate it to their lives. Systems should be fed with so much information about your needs that technology can take the appropriate course of action.