Solution Explorers Blog

…and lots of it, especially when using the “I can do this on top of everything else” approach. You’re right, you can. In fact, it may all turn out just fine in the end. But consider this quote for just a moment…

“If you don’t pay appropriate attention to what has your attention, it’ll start taking more of our attention than it deserves.” – David Allen

This post will begin dialogue on a key component, YOUR T-I-M-E, to determining if your business should search for software solutions internally or outsource this task – call it a TIME cost:benefit analysis. In many ways, this is similar to deciding whether to purchase a proprietary client/server software application or pay an ongoing fee for a Saas (software-as-a-service, aka hosted) solution. In fact, as a business you have probably already made other similar decisions, such as hiring vs. contract labor, buy or rent office space, and so on. These are tough resource management decisions!

But here’s the question…considering the last time that you completed a business software search and purchase process, approximately how much TIME would you estimate was invested? As you consider an honest answer let me provide a broad list of common actions in the software search process:

• Discovery: Business issues assessment (aka Needs Analysis) – at least I hope you do this.
• Discovery: Explore (research via various information sources) potential solutions.
• Collaboration: Open dialogue with software vendors, call references and/or like-kind entities.
• Collaboration: Information sharing such as documents, features list, pricing, etc.
• Collaboration: Product demonstration(s), maybe even try a 30-day trial.
• Negotiation: Discuss purchase requirements, review agreements, request a proposal for product(s) and consulting services, etc.
• Purchase: Finalize pricing and agreement terms, agree on Statement of Work, send money!

OK, trust me when I say that these bullet points are very broad and yet represents a standard software search process. This ALL takes TIME…and lots of it. Are you ready now to provide an honest answer? For purposes of this post let me offer some observations based on experience. Admittedly, I have no scientific study support for this but I believe a standard software search will require a minimum of 50 hours from start to finish. Yes, I said a minimum, and that’s only your TIME. Does this surprise you? Do you agree? Strangely, this even applies to those searching for low end business software solutions. Of course, I’m excluding those folks that quickly buy something low cost online or stop by the nearest retails store to buy Sage Peachtree, Intuit QuickBooks, or something similar. These types of purchases are outside the scope of this discussion.

In summary, software buying and selling is time consuming, albeit necessary in the life of a business. Of course, keep in mind as you consider the information within this post that TIME is invested by the buyer (internal resources) AND usually multiple product salespeople (external resources). In some cases, software consultants get involved to help with technical matters and demonstrations. In larger purchases, TIME is required of lawyers, procurement managers, independent consultants, and so on. After all, most buyers want their business software purchase to be a 5-7 year investment, so you can believe they’re going to take precaution and work the process until they are completely comfortable proceeding.

What are your greatest TIME constraints today? Do you have a 2010 plan (or resolution) to improve on these? More specifically, as you consider the possibility of your next business software purchase, will you take on the project internally or consider outsourcing the project? If the latter, reach out to me for a complimentary consultation and we’ll discuss the possibilities. Until then, I welcome your feedback.

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Who’s to blame for a disappointing business software purchase experience – the buyer or seller(s)?

Before we go any further, I want to suggest that this question is just too relative to accurately answer – i.e. there are many sellers (vendors) that lack integrity but there are also many buyers that are poor planners. More often than not, the responsibility is a shared one. However, as a buyer, it’s ultimately your money and you have to “live with it” once the purchase is made.

Rather than trying to answer such a relative question let’s instead take a close look at some Bad Software Buying Habits. My last post – Components of a Good Software Needs Analysis – certainly ties in well here as well. Do any of these resonate with you?

1) Failure to document existing issues and system requirements.

2) Purchase the system based on pre-evaluation budget guesswork or some pre-defined grant award that’s about to expire.

3) Referral from a friend, close associate, or like-kind entity without an understanding of your needs.

4) Getting “hooked” by a skilled salesperson, slick collateral, a “sexy” user-interface, or a finely tuned “dog-and-pony show.”

5) Paying 100% – that’s bad enough – but even worse without requiring a detailed work-scope (aka Letter of Engagement) document that’s signed by both parties.

6) Choosing the lowest bidder and still minimizing services.

7) Selecting the vendor with the stamina to “hang around long enough” through all of your delays or the vendor “in the right place at the right time.”

In summary, proper planning is key to a rewarding buying experience. As you document your system requirements and selection criteria BEFORE contacting software vendors then you will position your company to not only select the software system that meets your exact needs but also be a good steward of your financial and time resources.

I’m sure you too have witnessed some Good and Bad habits. What’s been your experience?

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What is a Needs Analysis? In its simplest form, this is a process of identifying and evaluating problems (issues, pains, frustrations) and solutions to these problems. Stated differently, you are most likely looking at the variance between actual vs. expected results. Also, the process predominantly focuses on needs and not wants (wish list items are ok too though) and is forward-looking.

When your business or organization decides to purchase new software or upgrade an existing software application, take some time to create (or hire someone to create) a system requirements document BEFORE initiating direct contact with software providers. The requirements list is an inherent by-product of a good Needs Analysis. Just as important, don’t forget to consider opportunities that may be created via improved and additional product functionality. In doing so, you will have a wholesome view in place that will serve as the foundation for evaluating viable solutions.

A good Needs Analysis will often produce the following:

• List of current functional and reporting issues, deficiencies.
• List of current functional and reporting “must haves” to retain in the next system.
• Groups/Categories – Security, Core functions, Reporting/Analytical, Technical environment, etc.
• “Blue sky” wish list items – dream, shoot for the stars here, but be realistic.
• List of goals (purchase, configuration, Go Live) and resources (reviewers, decision makers, and financial capabilities).

Finally, don’t forget to prioritize your itemized lists because this step will guide you later in the process.

Now, help expand the definition and listed items above by sharing your thoughts. Together, we can “transform the software technology buying and selling experience.” As a result, your next software evaluation and purchase experience will surely be rewarding!

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Opportunity ahead!

The light at the end of the tunnel is not a train…it’s opportunity. In relation to this blog, opportunity exists for those that feel the need for, and desire to experience, a more rewarding exchange between software buyers and sellers.

This is Part 3 of a 3-part series representing the initial posts for this new blog. So far, we’ve discussed a dysfunctional process (Part 1: The Problem) and distrust (Part 2: Symptom). Now, I’d like to introduce you to how Solution Explorers will transform how software technology buyers and sellers collaborate.

Solution Explorers delivers services that produce the following:

• Independent analysis of business issues and opportunities through an experienced, trusted advisor (aka broker, advocate, consultant). The advisor will be skilled at asking probing questions while not being connected directly to a particular software application.
• Time savings through a process by which buyers can focus on their core competencies while an experienced advisor “explores” solution options and “filters” irrelevant vendors and data BEFORE seller agents have direct contact with buyers. This will also benefit sellers given the preparation and sharing of meaningful data BEFORE initial contact is made to a potential buyer.
• Financial savings for both buyers and sellers. Buyers will be focused on their revenue generating functions while minimizing interruptions and data clutter. Sellers will know sooner if they are a good fit and if so the specific system requirements will allow them to provide a proof-of-concept presentation to the right audience.

Buying and selling doesn’t have to be a “rat race”, instead it can be quite rewarding for everyone that is involved. Outsourcing the search and identification process will not be right for everyone. Therefore, this blog will serve as a means by which everyone can share ideas, ask questions, and learn proven techniques as we explore ways to improve this dysfunctional, often distrustful, B2B activity.

Do you feel like you can contribute to this discussion in a constructive way? If so, share your thoughts and/or experiences.

Are you a business that will purchase or upgrade a software system soon and you feel that saving time and money by outsourcing the evaluation and search process is the way to go? If so, then Contact us today to schedule a complimentary initial consultation.

Looking forward, aside from Fun Stuff or re-posts of relevant material by other bloggers, we’ll focus next on details regarding the Discovery: Needs Analysis process. Until then, I’ll leave you with this quote:

“If you don’t pay appropriate attention to what has your attention, it’ll start taking more of our attention than it deserves.” – David Allen

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Software Technology – Buying & Selling

Series 1, Part 2 of 3 – Symptom: Distrust

Can software technology buyers trust sellers?

Well, at best, most won’t. It makes sense really. Sellers are in fact hired to “push” their product and/or service. They are often incented to increase sales – aka, a commission. Even in the instance that a genuine, well-meaning salesperson wants to have a professional, productive dialogue to determine if they are a good fit or not do they really have a chance? Unfortunately, predominantly speaking, NO they don’t. After all, how is a buyer supposed to distinguish the real deal from those who are just looking for the next sale?

It’s important to note that most salespeople are well-meaning. They really do believe in their product and services.

Even the professional, skilled salespeople struggle with this entrenched distrustful environment (symptom). They are trained to build rapport, ask open-ended questions, hold back information (esp. pricing), and get a commitment at each step. All of these instructions are sound. So, why haven’t things improved? Stated differently, why is there so much tug-of-war and so little cooperation?

I welcome thoughts from both buyers and sellers. To begin, below are some observations of characteristics in truly well-meaning, problem-solving salespeople:

• Ask relevant, probing questions
• Listener, rarely interrupting
• Maintains YOU as the primary subject, not THEM

What are some positive or negative characteristics that you have observed in either software technology buyers or sellers?

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I saw this on the Smart Selling Tools blog and thoroughly enjoyed the challenge and comments by responders.  I then shared this with my family and my 9 year daughter showed me how smart she is! Have fun…

Situation: Three consultants go on an overnight toot to Las Vegas.  After losing most of their money at the Blackjack tables, they decide to get a cheap hotel room so they can shower and shave before catching their flight back to the client site.  The room is $30, so they each give the front desk clerk ten dollars.

After they go upstairs, the front desk clerk realizes that it’s after midnight, so he should only have charged the men $25 instead of $30.  He hands the bellhop five one-dollar bills with instructions to return the money to the men in their room.

On the way upstairs, the bellhop decides to keep two dollars for himself.  He knocks on the door and gives each of the men one dollar.

Challenge: Now, each of the men has paid $27 and the bellhop has $2, which adds up to $29.  What happened to the other dollar?

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Software Technology – Buying & Selling

Series 1, Part 1 of 3 – The Problem

Do you get warm, tingly sensations when you’re about to reach out to a salesperson? Yea, well neither do I…and I spent over 10 years as a salesperson!!

Software Technology buying and selling is often – some would argue always – a tense and challenging dialogue between the two parties. Who is responsible? Not a person. Not even an industry. Instead…a process; a dysfunctional one too!

Just how entrenched is this costly issue? Unfortunately, years of poor selling methods – including selling products that aren’t quite ready for deployment or “pushing” a product that isn’t a good fit although it appears to meet most or some of the stated criteria – has been practiced for so long that trust is in all fairness a crimpling result. In fact, the issue is so troubling that buyers have counter-responded with their own process. Often, the process takes on the form of – initiate contact, ask for product information, ask for price (or at least a quote) early on, and when asked questions in return then only respond with what you want the seller to know…just enough to remain engaged. In fact, you might even tell a wee little white lie. Nah, buyers wouldn’t do that! Finally, disappear until you want to be found again. This could go on for months, even years.

Note: much of the feelings and behaviors described above are subconscious. For instance, think of something in your life that is habitual. Got it? Now, how often do you act in this way without true awareness? That’s right…almost always. The comments shared here are not designed to disparage an individual or even a profession. Instead, what is being described is so habitual that most buyers and sellers intuitively exercise these behaviors. Therefore, change is vital. The process MUST be interrupted.

Let the “rat race” begin! Honestly, all sarcasm aside, this really isn’t fun for either party involved. Some other things that this process is NOT include:

• Professional
• Efficient
• Rewarding
• FREE…it’s very costly for both parties.

I would be discouraged writing this if I didn’t believe firmly that change is possible. Therefore, we’ll explore in our next post – Part II of this series – some symptoms of these behaviors and then – in Part III – we’ll look at what my company, Solution Explorers, plans to do as a proactive initiator of change. In the meantime, I welcome your comments.

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It’s Time to Explore Change…Transformation

In the world of buying/selling software technology

If you’re like me then you’re near exhaustion with the word Change. During this last political campaign, plus many others before it, this word was tossed around extensively. Some even suggest that Change is difficult. I respectfully disagree. Change is not hard…Transformation is! So, you’re invited to join with me to explore effective ways to transform the software technology buying and selling experience.

Many of the habits both buyers and sellers have during a business software search process are counter-productive; worse, costly. In fact, I’m convinced that those involved are not always aware of what they are doing. Professional and Non-professional salespeople have engaged in such dysfunctional practices for so long now that buyers can’t tell when a salesperson genuinely cares about them and believes in what they are selling. Therefore, as expected, buyers have responded with their own methods (defense mechanisms) designed to let them get what they want from salespeople (information and price) but without giving up much control or access. We’ll talk about this more in later posts.

The goal of this post is to introduce the purpose of this blog. Sure, it will mature over time with increased posts and readership, but for now this blog’s purpose statement is: build a community of professionals that desire to act and behave and be treated like professionals by sharing in an open dialogue forum ideas, best practices, and proven methods that can be used to transform the software technology buying and selling experience. We will interact corporately and respectfully by defining the Problem, Symptoms, and Solutions to this process and its ultimate experience results. I expect the audience to be a conglomerate of – business software buyers (across all industries), sellers (software publishers and resellers), trusted advisors/recommenders (CPAs, consultants, brokers), and more. Essentially, the audience is anyone frustrated by the “rat race” and desiring a more rewarding experience.

Let’s take a journey together and maybe we’ll find a diamond in the ruff along the way; or like Columbus, who knows, maybe we’ll establish a new territory for others to inhabit. I know for me, I’m ready for Change, actually, make that Transformation!

Note: Our first series of posts will start discussion on – The Problem, Symptoms, and The Solution

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