Many CIOs would like to have the luxury of peeking over the shoulders of customers as they use the company's products. Payroll processor Automatic Data Processing (ADP) gets a similar experience by using Tealeaf, software that records the actions of people using ADP's software. When customers call the ADP support line to report a problem, agents can pull up Tealeaf and see what went wrong by retracing the customer's keystrokes.

How many people actually use their function keys-you know, those little buttons on your keyboard that go from F1 to F12? We're guessing not many.