The key question, then, is this: is the competitive advantage that you wish to retain as valuable as you think? Is how your business runs the best way, or has it evolved over time in a semi-haphazard way that is sub-optimal?
This is a business question rather than an IT question, but there's an argument to be made that many off-the-shelf applications incorporate best practices for many types of business operations — especially if the software is industry specific.
Put in that context, the fact that 82 percent of companies change their operations or processes to match their software may not be so shocking. It could mean that many of these companies are moving to a much more efficient and proven way of operating, with the handy side benefit that they can then take advantage of industry standard software without the need for expensive customizations. It also likely means that these businesses are finding competitive advantage not in their operations and processes but in the renewed focus on customer experience that is the hallmark of digital transformation.
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