IT: CRM SCAPEGOAT OR VALUED PARTNER?

In the past 10 years, business-to-business (B2B) customer experiences have been more affected by changes deployed by IT functions than by changes in any other discipline (marketing, sales, accounting, finance, operations, etc.). Has IT responsibly delivered? This may seem like an odd question, since I just referred to the "customer experience." How did IT suddenly become accountable for this, too?