The era of being able to manage your customer relationships with a fixed process, unchanged for months or even years is, thankfully, over. Processes can no longer be set in stone or left to chug away gathering dust in the background while your customers slowly melt away to more agile competitors
In order to survive the agile organisation must be able to adapt rapidly to change and respond quickly to competitive threats. Organisations must be alble to quickly change business processes, without relying on IT support. Business leaders must be able to change their processes in minutes and not wait days or weeks for IT to come to the rescue.