Over the weekend BlackBerry tried (and failed) to roll out their BlackBerry Messenger to Android and iOS. This marked somewhat of a last ditch effort for BlackBerry to remain relevant in an era that passed them by three or more years ago. Unfortunately the rollout was stopped after about 1.1 million users logged on. No further information was made available other than BlackBerry blamed the problem on a rogue early unofficial Android release.
Here’s a great post that I spotted this morning that describes why IT Contracts fail. Though it seems to center around legal aspects – I believe that the true reasons go deeper.
Most IT project failure leads back to fully thinking and understand the scope of the project. In the race to get the (free) quote and the (free) assessment from the IT providers the customer forgets to analyze whether they’re making a sound long term decision.
I see this all the time. People (admittedly on a much smaller scale) think they can email a request to dozens of vendors with a request to “give them a price” for a certain project.
In my world it’s usually an upgrade of their MAS90 accounting software. However occasionally it is for a new software implementation. In each instance I’m incredibly nervous that the person making the email request has incorrectly assessed their needs.
As VARS we are left with two choices:
A. Go out and do a free paid analysis (which invariably gets used to solicit bids from a preferred provider)
B. Guess at a number (and hope that if it’s approved that the project doesn’t have any hidden “gotchas”)
The core issue is that customers unwilling to developer a project definition are looking for a Chevy price when in fact they realistically need the current year’s Rolls Royce because they often don’t have the internal understanding of what’s desired/needed and think that the software magically cures the issue.
While this example specifically relates to software I believe it accurately depicts most complex projects where the customer wants a one price bid to fix something they don’t understand.
Sadly the IT world still largely operates under a model where pre-sales consultations are assumed to be completely free and the customer assumes that they’ve correctly identified both current and future technical and business issues (or that they can use a free quote to do so).
When It Comes To Enterprise Software – It’s The Contract Stupid image via
When I saw that Zendesk released their iPad application this week I decided that I’d take another look at their online help desk service. For a while I’ve been using Salesforce for tracking support cases and have found my needs are very basic. To me Salesforce is overkill for my support needs — especially at $65/mo per users (aks pricing – the hidden downfall of SaaS).
So for what seems like the 5th or 6th time I signed up for a 30 day trial of Zendesk. My conclusion? People who review and write about Zendesk don’t run a help desk for a living — or if they do they spend the bulk of their time setting it up and maintaining it.
My opinions this time aren’t much different than the last 5 or 6. The service to me is one stinking helping of fail.