This is a must read. Jason gets right to the point of why Enterprise software is so hard to use: "The people who buy enterprise software aren't the people who use enterprise software. That's where the disconnect begins. And it pulls and pulls and pulls until the user experience is split from the buying experience so severely that the software vendors are building for the buyers, not the users. The experience takes a back seat to the feature list, future promises, and buzz words."
http://feeds.feedburner.com/~r/ikiw/~3/174982311/