Solution Explorers Blog

What happens when you make it public that your business is looking for software?

Before we look at a real online illustration, let me provide a few thoughts.

First, it seems that regardless of the particular type of solution you’re looking for – accounting, CRM, HR/Payroll/Time, fundraising, project management, etc. – there is an OCEAN (large body of…) of options on the market today. So, where do you begin and how do you navigate through all of the solutions and salespeople that want to tell you how great their system is?

Second, BEWARE of responders that jump at the chance to tell you to “look at what I have” or “can I send you our brochure on…” after only seeing a short snippet from you online. Although some referenced solutions may turn out applicable, many can actually be harmful – i.e. drain your resources. These typically come in the form of solicitations or general references, often from well-meaning folks.

Finally, there are many “FREE” software search sites online today. However, many of these provide search results based only on solutions from paid membership software vendor companies. They’re helpful to an extent but inherently exchange an “ocean” of solution options for a small pond. Therefore, be sure if you use these to also extend your search to other venues as well.

For time sake, we’ll move on, but I have and will continue to share additional thoughts on software research – a project, not a task – in my posts.

CASE STUDY

I recently came across one of those “I’m looking for…any suggestions?” inquiries from a solopreneur considering CRM software (direct source reference intentionally omitted). Instead, I’ve pasted below selective parts of the originating inquiry and then in my following analysis I’ve included some handpicked comments that were given in response. I believe you’ll agree that the post itself and replies are quite illustrative.

The originating post (partial content):

I also realised that I have customer and contact information coming in from different sources and stored in different ways.

What I’d like to do is to be able to:
1 /use my list for direct marketing activities
2/ Blog and newsletter
3/ Consolidate contacts from general enquiries

I started to specify a database for my IT guy, who I’m sure will do it – but am I recreating the wheel here, and is CRM software a better solution?

Aside from functionality, Low cost and scalability are important.

Any suggestions?

++++++++++++++++++++++++++++++++++++++++++++++++

Now, to the question posed at the beginning of this blog post – What happens when you make it public that your business is looking for software?

In this seemingly innocent case, a few responses came in the form of solicitation or general product references. In fact, they were a bit all over the map – i.e. Zoho, Sugar CRM, Salesforce.com, Highrise, etc. All of these have varying degrees of scalability and price levels. I contend that these responses, likely well-meaning, should at the very least be viewed cautiously.

A better option is illustrated by one responder who stated, “To decide which one to use you will need to make an exhaustive list of features and processes you require and then investigate all options to see which one fits the best – and then decide if it is good enough to fit your business.” Similarly, another post stated, “…you need to work out what you will use (which is not always as simple as what you need!) and what it needs to link to, THEN start talking to vendors/providers about what they can offer.” Finally, the spot on comment winner is….”I’ve seen too many CRM projects go bad because the right thinking wasn’t done up front.”

To which the originating author responded, “once I start looking at the options I realise that there is a whole world in there. After all the advice I realised that firstly, I didn’t really understand what CRM software was, and secondly that I didn’t have a full handle on what I needed.”

Go figure! The persons head must have been hurting at this point. I can imagine the response:

• “I need to do what?”
• “Where am I supposed to find the time to…?”
• “What do you mean ‘link to’?”
• ‘THEN start talking to vendors/providers…’ – “Who has time for all those calls?”
• “Can I have a mulligan and retract this post?”
• “Can’t someone just talk to me and get back to me with a short list of viable options?”

Do you feel any empathy for this business person? Can you relate to their dilemma? Once you make your software search public the water can become muddy real quick! There are just too many things to consider and most businesses I know can’t afford ($) to get this decision wrong. In summary, outsourcing this type of project is increasingly becoming a viable option for businesses. However, many will not choose this approach and some arguably have strong internal resources. Therefore, in these latter cases, it’s wise to do as much research – internal and external – as possible BEFORE allowing access to your resources by vendors associated to a particular product(s). As I’ve stated before, one of my favorite quotes is “Proper Planning Prevents Poor Performance.”

In my next few posts I’ll segment in more detail some strategic steps applicable to those that seek to find software and considering using internal resources. For those willing to consider outsourcing I’d love to hear from you and discuss your situation.