Usability in Customer Relationship Management (CRM)
http://infocentre.frontend.com/infocentre/articles/usabilityincrm.html

Farrell, Tom
Frontend Infocentre
2001

Abstract:

In CRM, user acceptance is a huge issue. End users, who are rarely the same people who choose applications in the first place, can be extraordinarily resourceful when it comes to undermining or working around new products or implementations introduced by manager. All this means that creating applications that are efficient and enjoyable to use is imperative for both ISVs and CRM implementers.