“[Alan] Cooper’s view is that the kinds of disasters that have always plagued the industry — most recently, the catastrophic outcomes of many CRM (customer relationship management) systems — are a result neither of poor strategy, nor of poor engineering, but of a failure to properly coordinate the two. The missing piece in his view is product planning and design, done according to a methodology that Cooper has devised and that his company practices.”
Link:
http://radio.weblogs.com/0100887/2002/06/13.html
