Information technology continues to move toward a more packaged application-oriented mentality. The idea of actually building screens, standard business processes and standard data models continues to seem ludicrous. Custom code means maintenance and functionality headaches.

However, the perception of packaged applications sometimes reaches a deity level where the package can do no wrong. A click of the mouse, a link to the next page, a push of the button and all of your problems are solved. However, reality tells us that the software world really does not work like that. Industries are different. Companies are different. Competitive situations and cultures are very different. Consequently, it becomes important to not over-invest (financially or emotionally) in specific applications. This column discusses some of the most common misconceptions in customer intelligence software.

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