ABSTRACT
This message is a call for help sent by a software package user to the vendor of their recently installed Customer Relationship Management (CRM) system. Having just gone live, it has recently developed serious problems, leaving the user organisation without the means to interface with potential customers and the outside world. This is especially crucial as it comes at one of the adopting organisation’s busiest periods of the year. Moreover, the system downtime is seen by many within the user organisation as a ‘disaster’.
