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Focus Research Insight: How should vendors address your requirements?
In our recent phone system studies, we find buyers have different preferences when it comes to whether or not vendors should come on site during their evaluation. Some buyers prefer vendors to immediately come visit their company in order to assist in assessing infrastructure and also simply to see what their operation looks like. Other buyers become annoyed and overwhelmed when vendors show up to their business, and prefer to discuss things over the phone and e-mail. Does it depend on the type of system you are buying (i.e. Hosted vs. On-Premise)? How do you prefer vendors address your requirements?
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2 Answers
I do not enjoy spending time on the phone or over email explaining my systems and setup. I maintain too many different networks to deal with that hassle. Instead I prefer to schedule an on-site visit (around my schedule) and, in the meantime, give the Vendor a document with a high-level overview of the system(s) in question.
For hosted solutions I give the vendor an opportunity to access the systems remotely in order to better understand how I run things. I also give them the high-level document as well.
I find that most vendors enjoy this "freedom" I give them and except for a couple occasions it has always worked out great for me and with less headaches. I believe the Vendor needs to know as much as possible to give you the best solution. Otherwise they are just making educated guesses.
From a vendors perspective it is very difficult for us to do anything unliess the client understands their own requirements for a product or service. Doing on-site visits is very expensive and is beneficial if both sides have a stake in the POC (Proof of Concept). Understanding in writing what the clients requirements allows the vendor also gauge the success of the potential deal.
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