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Enterprise Software: Avoiding Buyer’s Remorse
Buying enterprise software is a little like buying a new car. Most people ultimately end up liking what they buy but the experience related to the purchase and delivery is often difficult, if not painful.
Hank Barnes, Gartner analyst, told CIODive that enterprise software customers “just don’t enjoy the [software purchasing] experience, and many find the initial stages of deployment more challenging than they expected.” It is during those initial months (or longer) during product configuration and deployment when customers often feel pangs of remorse over their decision to buy.
A major factor in making sure that the software purchase experience is a good one is to have the right people on staff and not rush into immediate deployment. Bharath Vasudevan, VP of product management at Quest, recommends initially holding “a bake-off, proof of concept, extended demo period or beta program” to create experience and familiarity with the technology before rolling it out to the entire enterprise.
Barnes said that “the high regret feelings are at their peak for tech buyers that have not started implementation, indicating significant frustration with the buying experience. Slow purchase decisions can lead to frustrated teams, wasted time and resources, and even, potentially, slower growth for the company.”
