Remote Contextual Inquiry: A Technique to Improve Enterprise Software
http://www.boxesandarrows.com/archives/remote_contextual_inquiry_a_technique_to_improve_enterprise_software.php

English, Jeff and Lynn Rampoldi-Hnilo
Boxes and Arrows
2004

Abstract:

Enterprise software usability is difficult to evaluate because the standard product shipped on a CD is almost always customized when it is implemented. How then can we learn about the design issues that actual users encounter with customized software?