Can you purchase wisdom?

Peterme's recounting of an experience with a customer who believed that they could extract wisdom from a software package and vendor is really interesting.

    Part of the reason they bought this software was for the "wisdom" the software was meant to have embedded within. That there was a "wisdom" in how the software presents work processes, and that the company ought to learn from that wisdom and adjust their work accordingly, taking advantage of this "wisdom."
I'm sure there are many CIO organizations out there who think the wisdom (that intangible next step beyond knowledge) can be extracted from a technology in order to inform their users' processes. But this backward approach won't help anyone. The technology has to match the process. That's why, as Peter mentions, software needs to be flexible enough to accomodate these processes. A good lesson learned for enterprise software vendors.

Nice UX cycle diagram in there too.

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The unspoken reason

It needs to be said that it is a lot easier to write a check for process software than it is to actually learn your employees' processes and figure out what will help them work better.