Here's tenet #4 from my whitepaper "Tenets of Identity Management". Part #1 of the "Tenets of Identity Management" podcast is posted on the Quest web site.
Success Lies With Your End Users, Partners And Customers
Identity management projects tend to be both time- and resource-intensive, which means they will probably be costly. At the end of the day, your success is going to depend on your end users, partners or customers seeing the benefit of the projects. If the end result is simply saving some administrative time within the IT department, you won’t really be successful. Your work should be highly leveraged: every employee, partner or customer of your company should see the benefits of your work. They don’t have to say, "Wow, that identity management stuff is the cat’s meow!" However, you do want them talking about how their day-to-day activities have been simplified by self-service password management or automated role management. The more people who feel the positive influence of your project, the more successful your project will be.
identity management, Quest Software