Steve Downton, Downton Service Management Consultants Ltd, Noventum Group
Software and technology are not the significant limiting factors in getting an effective result from implementing a service software application - it is the quality of the Vendor and their ability to determine an accurate and full understanding of their customer's needs that really makes the difference.
A significant shift in emphasis is now taking place so that suppliers of software applications are keen to establish themselves as long-term partners with their customers and not just product pushers. This is not really surprising as most product and service providers should be looking beyond the initial sale and working with clients over the long term to provide continued support through partnership. Suppliers should be able to boast that their customers are prepared to act as references for their application, because they are a valuable partner and as part of that partnership are prepared to act as a reference. As an aside let us consider your own specific situation. Please consider if you will, your own business practices when dealing with customers. How many of your customers are prepared to provide a reference for your offering? Is it something that is becoming more important for you and something that more and more customers require before signing a contract?
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