Six Tips on Managing Your Software Vendor Relationship
In today’s world, we rely heavily on software vendors to provide us with special expertise, products, and services to deliver value for a project or a business. Acquiring valuable software can yield immediate visible benefits, but it’s the vendor relationship management process that makes sure those benefits are there for the long run.
Here are a few tips that will help you improve vendor relationships organically as you work together:
- Establish an executive sponsor
Show the vendor that you’re treating the relationship seriously. Appoint an executive sponsor for each strategic vendor. This sponsor should talk to an executive contact at the vendor, including attending major meetings.
- Get to know your vendor
Find out more about the people you work with, their challenges, and what you can do to help them.
When you have problems with your vendor, remember that the people you deal with probably aren’t directly responsible for the vendor’s poor performance. Don’t back down, but don’t take your frustrations out on them. Always treat your contacts with respect.
- Share bad news early
Don’t surprise the vendor with a slew of problems and bad news. Communicate regularly and keep the vendor up to date with problems you’re having. Give them time to take corrective actions and follow up.
- Discover and share in a collaborative way
Work through the review as a collaborative process. Don’t treat the performance review as a time to shame the vendor for underperformance; use it as an opportunity to work together to fix problems.
Use the vendor to provide another opinion on your issues and opportunities; they could provide insight.
- Solicit vendor feedback
Treat key vendors like they are a group of your top employees – you want to check in on them and get their feedback.
Make the evaluation go both ways. Ask the vendor about your own performance as a customer and ask specific questions to help improve the relationship.
Conduct a vendor satisfaction survey (paper/electronic) or ask related questions during another review.
- Don’t immediately run to the contract
The contract should be used, in general, as a last resort. It’s there to protect you but enforcing the contract too strictly and frequently can damage a potentially strong relationship.
Remember, these relationships require intentional effort to grow and maintain and they go both ways: you rely on your vendor, but your vendor also relies on you. Besides, you’re more likely to get better service if you’ve developed a personal relationship with your sales rep.
Have a great relationship with a vendor already? Click here and write a review!
Acronis Offers a Unique Endpoint Protection and Data Recovery Package Tailored for the Small to Medium-Sized Business
Acronis hopes to overtake many competitors in the data recovery and endpoint protection solution space by forging partnerships with many MSSPs and appealing to the SMB market. The company has doubled down by hiring the former CEO of GoDaddy, who is committed to reinvesting in its technology and increasing and improving its product line.
Zoho Announces Trident to Power Workplace’s UCaaS Capabilities
Zoho, a multinational software and web-based business tool provider, has announced the launch of Trident – a hub that brings Zoho’s pre-existing and new unified communications capabilities into a single pane of glass. How will Trident’s addition to Workplace impact customer migrations from Microsoft and Google.
Next-Gen EDR/MDR/XDR – Field Effect Covalence
Field Effect Covalence is an EDR/MDR/XDR offering that translates chaos into order.
Will Avaya’s Five-Step Transformation Strategy Generate a Stronger Outlook for 2023?
To revitalize and strengthen business transformation, Avaya has outlined a five-step plan for restructuring its product lines, go-to-market strategy, and balance sheet. This tech note evaluates these five steps, highlighting the main contingencies for each step’s successful rollout.
Informatica World 2022 Highlights
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Are You In or Out? How to Source Application Development
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
UCaaS in 2022: Top Three Trends
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect 2021: Trends and Keynote Highlights
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
Front Continues Aggressive Growth and Product Innovations
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.