Article | February 11, 2021

"Free Market Feedback": New Insights From The RSPA ISV Community

Source: RSPA

By Jim Roddy, Vice President of Marketing, RSPA

Health IT Outdated Regulations

It’s been a while since I shared with you an inside look at the RSPA Niche & Startup ISV Community (the COVID crisis got in the way – sorry). This group of 60+ software developer executives holds a conference call every five or six weeks to network, learn from each other’s experiences, and foster business development opportunities.

A recent ISV Community session on handling customization requests from merchants and resellers unearthed several interesting observations of great interest to VARs and fellow ISVs. Here are some of the notes I typed as the ISVs talked:

  • We thought we set clear expectations with a new customer – they provided feedback and input. After the contract was signed, they had a long wish list for us to change the product. It seems no matter what expectations you set, some customers hear what they want.
  • How we’re handling that: moved to MOU (memorandum of understanding). It’s not a legally binding document but it clearly details on both sides the agreement. We get them to agree in writing and sign that document.
  • We sell technology to people who have not had technology before, so they don’t know what questions to ask us about our product’s features. We draft a document that describes what we do and don’t do in friendly language.
  • We give them a standard order form for the customization. They draft out what they want, we give them a price. We didn’t want a lawyer to have to review every customization agreement.

VIEW THE ARTICLE!
Signing up provides unlimited access to:
Signing up provides unlimited access to:
  • Trend and Leadership Articles
  • Case Studies
  • Extensive Product Database
  • Premium Content
HELLO. PLEASE LOG IN. X

Not yet a member of Software Business Growth? Register today.

ACCOUNT SIGN UP X
Please fill in your account details
Login Information
I'm interested in newsletter subscriptions.
ACCOUNT SIGN UP

Subscriptions

Sign up for the newsletter that brings you the industry's latest news, technologies, trends and products.