IT as an Enabler; Business folks need to learn how to say No
My opinion comes from my years as a software entrepreneur sellling successfully to Fortune 500 customers and doing Agile Development in record time.
IT needs to be seen and act like an 'Enabler', for the Business folks and the Customer. Instead of becoming defensive, IT needs to chill and say " we can look at that to see what it would take."
The Business side needs to get better sales techniques and learn how to say 'NO' to the Customer with conviction, rationale and a solution ( this comes from "How to Say No Properly and Profitably", an article I wrote year ago ). Business needs to stop trying to be 'friends' with the Customer and match the Customers' needs with IT reality.
IT and Business need to collaborate and truly work together. This means the C-level needs to re-design compensation and rewards to foster that. ( Yes, IT should get commissions on sales IF... )
They both should go to 'school' together and embrace Steve Blank's Customer Development Process, which insists that Business and IT listen to the Customer and listen TOGETHER... learning from each other... solving the problems... creating interim solutions for the Customer to beat up.
The Customer needs to educated on how its problems are solved and to not say naive things like " so now cut 25% out of the cost."
In my software lifetime, Toyota truly understood all of this. Everyone wins. It is in the book "The Toyota Way".
Lose the adversarial relationship !