The problem, as I've seen in a few big organizations, is that everyone thinks they need an "all singing, all dancing" piece of software (like SAP or Siebel, for example), which has 18-quadrillion knobs to adjust. The problem is, nobody has the slightest clue how to adjust those knobs to fit your business, but the sales person convinces the customer that somehow, magically, it will be a perfect fit.

What ends up happening? The customer has to change their business to match the "default" behavior of the infinitely flexible software, because nobody can overcome it's intrinsic infinite complexity.