You can only sell on three things: quality, price, and service. Everyone loves a good deal. Usually, this means a low price. And who doesn’t love a low price?
Any tool or equipment that’s used by your staff requires service and training by your vendor. The greatest tools in the world are useless if you don’t know how to put them to work for you. The same can be said for any software system you use in your business. What good are all the features in the world if you don’t know how to use them? Is a “great deal” really “great” because of its low price if your people don’t continually use it? Or worse, it never works?
As a customer of 20+ software vendors, the biggest mistake I see companies make on a continual basis is they’ve got no dedicated customer success department – no single person or group who does nothing but train their customers and make sure they get all the value they can out of the software. In the last four months, I’ve personally dropped three vendors simply because I could never fully figure out how their product best worked for my use case. Even when I reached out to “support”, there was no clear path to success for me.
This cuts both ways: the biggest mistake we see many businesses of all shapes and sizes make is that they aren’t shopping for success. It doesn’t matter if you’re a two person shop or a 1000+ employees, the quickest way to ensure you won’t get your money’s worth is to pick a product your employees won’t use. A lot of this comes down to change management (something a customer success representative handles) and most importantly, driving ongoing use. Many software platforms may provide great training for the first 30 days, but what matters most to ensuring you get the greatest bang for your buck is what happens after those 30 days.
Here’s a simple example: you can buy new widget software for $3,600 and get a help desk and no training, or you can spend $9,000 and get training and a dedicated success manager. Your projected return is $100,000 in sales. If your people don’t get trained and stay engaged, you get $0 in return. If they do, you know you’ll get most or all of that. Even I can do that math!
So next time you’re searching for new software, remember to shop for success.