Why You Should Judge Project Management Software Vendors On Their Post-Purchase Experience

2019-03-19T09:42:02-05:00March 19th, 2019|

When evaluating your project management software vendors, it can be easy to forget about the post-purchase experience– aka what happens after you choose the right solution for your needs. Usually, we only think about this part of the process when we’re dealing with conventional retailers and navigating often frustrating shipping, exchange, and return processes. But if you’re shopping for project management software, you should also be thinking carefully about what’s going to happen after you’ve bought your new solution.

This is because only 16% of companies are focused on customer retention, according to Harvard Business Review. Is your project management software vendor among them? You don’t want to have to wait until after you sign the contract to find out that they aren’t invested in your team’s long-term success after your check clears. In a study of more than 2,000 consumers from the CMO Council of B2C products, more than half rated their post-purchase experience as disappointing.

Nothing is worse than taking the time to go through the painstaking process of demoing, evaluating and signing a contract for a new software only to find that the charismatic account exec who shepherded you through the buying process disappears after passing you off to a customer success team that doesn’t respond to your support requests and seems uninterested in checking in on your experience using the product at regular intervals.

We want to help you avoid this unfortunate scenario.

Here are three reasons you should factor in post-purchase experience when investing in project management software:

Buying the product is just the beginning
After purchase, you’ll be setting it up, rolling it out, and making sure everyone from managers to contractors can actually use it. The productivity results from project management software with intuitive interfaces and tools that grow as your needs do will be stellar, but you might need some help to implement smoothly, especially if your team already has limited bandwidth. Ask your potential provider what training and documentation they provide for you to be able to do that. Do they offer configuration and deployment support?

You want a partner, not just a vendor
Project management software providers should be asking as much as they’re telling, listening as much as training. They should actively seek out and use your feedback to continuously improve the product. They should be responsive when you raise a support issue. Ask them if they have average response times, how support tickets are handled and how and when new iterations are released and supported.

Proactive communications add value
Communication about new features and their benefits should come regularly, without you having to ask for updates. Will you just hear from the vendor when they want your renewal money? Ask about their communications cadence and their product roadmap. You want to stay up to date on how the product is evolving and how new functionalities can enhance how your team works.

Project management software is a major investment and, unlike a new power drill or pair of shoes, you can’t simply take it back to the mall for a refund or exchange if you’re unhappy. Doing your due diligence before you invest will help you to identify a vendor whose emphasis on post-purchase engagement will ensure that you and your team have a positive experience with their product and will lay the groundwork for a productive long-term relationship.

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