Building business-critical software is an interesting process.
We must understand the core requirements of our prospects and clients, find which additional features will serve the largest number of clients, and predict future requirements. However, no matter how good you are at this process, no software package will meet 100% of every client’s needs. A good sales team must make certain that prospective clients understand where any gaps may lie, and an effective services team must be creative in proposing workable solutions to close those gaps. At the end of the day, however, you must have a product that services the vast majority of feature/function requirements as defined by your market.
I recently saw this announcement from one of our competitors:
I’m not sure how the services team at Zuora has been working around this for so long. Refunds are a basic part of being able to accept credit card payments. But I have to congratulate them on working around such a gap.
It does beg the question: what else are they working around?