Tilley Endurables, Inc. sells Tilley hats and travel clothing directly to customers worldwide through four retail locations in Canada, mail order catalogs, Internet sales, and retail partners/wholesale networks in 18 countries. Four years ago, the legacy software company that had provided Tilley Endurables?retail solution for 10 years announced an upgrade to its CRM (customer relationship management) module, which was very expensive. Tilley Endurables?CFO and Director of U.S. Operations, Thurstan Berkeley, realized this upgrade was the precursor to similar upgrades for several modules in the system and recognized that the company simply could not afford to undergo these required upgrades. Additionally, Tilley Endurables?business model had changed since the legacy system implementation (the wholesale portion of its business had grown significantly during those 10 years), so Berkeley reevaluated the IT needs of the business.