CRM ISVs process for research

Hi all,

I'm conducting research for an ISV client that's developing apps & services for corporate companies using Dynamics365 (and thinking of expanding to other providers like Salesforce as well).

These services are helping improve their teams' efficiency and workflows, reduce time spent on filling out different forms and etc.

I was wondering if someone here could help shed a light on the decision-making process in their own company regarding the implementation of such plugins and answer some questions on this topic.

Like is it a top-down/bottom-up decision and who from the org affects and pushes forward on these matters?

TIA!