Kraig Finstad, Wei Xu, Shibani Kapoor, Sri Canakapalli, John Gladding
End users of enterprise software are in a tough spot. While traditional desktop software and websites are increasingly designed with their needs in mind, unique challenges arise with enterprise software. Whether working with a specialized accounting system or a general-use intranet portal, users find themselves confronted with systems that are complex, difficult to learn and use, and dissatisfying. There are usually sound reasons for an information technology department to implement enterprise software, as opposed to building customized specialty applications. Enterprise software is attractive since total cost of ownership (TCO) calculations support a financial advantage. As Daniel Rosenberg stated, "In…
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