This from Doug Tidwell: "They're afraid that if they open up their business processes, their customers will realize just how little value they add" via Mark Baker.
My feeling is that many organizations confuse have cool tools/software with having people that know how to use the output effectively. The goal of business processes is to deliver information to decision makers. The difference between a great artisan and the rest of us is not the tools they use it is in their native and acquired skills. The same is true in any organization - great people succeed no matter what - good tools merely help make their life easier.
and to Doug's other point - no The Specials were the coolest ;-)