I mentioned in a footnote in the Preface my contention that ‘customers’ is not a
synonym for ‘users’, even though it may fashionably have come to be used as such
in recent times. Although most of the services outlined below are aimed at users,
some are designed for other groups, such as financiers (financial reports),
managers (management reports) and user line management (user performance
monitoring). It is thus perhaps more accurate in this chapter to use the more
generic term ‘customers’ rather than the specific ‘users’.