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7 Points of Satisfaction

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7 Points of Satisfaction

  1. 1. 7 Points of Satisfaction
  2. 2. Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  3. 3. Product How do we do this now? Is my process right and my product wrong? What features are really important to us? What reports are really important to us? What else does this product need to be connected to (data portability)? What insights will be created with this new product?
  4. 4. Sales How am I being treated? Do I feel like I’m being over-sold? Have they done significant work in my industry / vertical market? Did the demo meet my expectations or exceed my expectations? Do they have significant case studies? Are references easily provided?
  5. 5. Negotiation How does the vendor make money? Specifically. Am I giving up things (features / reporting) that are important to me? Any last minute surprises? Who owns the data? How easily can you get out of the contract? Is the implementation fixed or variable cost?
  6. 6. Implementation Can I meet my implementation team before I sign the contract? How fast will we get into the software? How are we going to manage change? How are we going to communicate software change to all users / employees? How will we define success for the implementation? (speed, quality, NPS)
  7. 7. Training How do we successfully onboard new users? Will all users be trained the way they want to be trained? How will we assess for learning styles? How will we assess for learning differences? Ask the vendor to describe training best practices they use with other clients?
  8. 8. Adoption How will we get users to “love” the new software? How will we know if they don’t? Who owns user adoption? Do you provide any usage, consumption and/or adoption metrics? Ask the vendor to describe user adoption best practices they use with other clients?
  9. 9. Support How do you handle help desk items versus things that are broken? Do they answer the phone? Do they meet you where you are? Are they proactive or reactive? Do they charge for support? Ask the vendor to describe support best practices they use with other clients?
  10. 10. Peer Review Questions Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  11. 11. Remember… "a feature is not a feature unless users use said feature"
  12. 12. Thank You William Tincup, SPHR, SHRM SCP Tincup & Co. Email = william@tincup.com Website = tincup.com Mobile = 469-371-7050 Twitter = @williamtincup Instagram = @williamtincup LinkedIn = linkedin.com/in/tincup Facebook = facebook.com/tincup Skype = williamtincup

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