Of course, if the functionality isn’t there, I think people wouldn’t buy it to begin with (I wouldn’t!) but as anyone who has tried to learn to use a new software that comes with a booksized manual can attest…. usability does matter.

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…But when it comes to realizing the value of a deployment, a new study finds software functionality barely matters.

Instead, a user community’s effective adoption of the software was by far the top-ranking factor for realizing value, cited by 70% of 159 respondents to a survey conducted by venture capital firm Sand Hill Group and consulting company Neochange. Sixteen percent of respondents ranked organizational change and 13% cited process alignment, while just 1% ranked software functionality as the top factor for realizing value.

more at

http://www.informationweek.com/shared/printableArticle.jhtml?articleID=206901900