When companies buy software tools what do they expect from them? Guided by common sense, one might think that a software tool is expected to render clunky manual methods gracefully automated. As a result, information and knowledge would be diligently arranged in databases and easily searched, found, and accessed.
Let’s imagine, for instance, a customer relationship management (CRM) system and
of a human resources (HR) software vendor acquiring a CRM system, specifically to facilitate the work of client services consultants (CSCs). One day, John, a CSC, receives a phone call reporting a bug. John goes straight to the issue management system and opens a case. Remembering the calm voice of the client, John decides the priority of the case is “low.” But, the phone rings again and John receives another customer complaint. Another case is opened. During that same day, John also hears about