I’ve been accused quite often of overstating my case, or as my friends prefer to say, “beating a dead horse,” but I just can’t control myself. You’re about to discover that this especially holds true when it comes to software demos; I’m just not content to “let sleeping dogs lie” (I promise that this blog will have no more animal references). Please read on for my third—and final–installment of the demo rant.

As I’ve stated before, demos can be useful, but are not, in and of themselves, reason enough to make a final CLM selection. Always approach the demo with the realization that needs change over time, but that the demo is probably being targeted to current requirements. In any case, the demo will certainly focus on the solution’s benefits, leaving you unaware of possible pitfalls.

Another problem with basing decisions solely on a demo is the fact that the reality of a CLM purchase is that you’re buying the vendor, just as much as their product. This is because, in truth, differences between vendors are far greater than the differences between their products. And again, the demo is definitely not the best way to evaluate a vendor.

I know of one major financial institution, for example, that made their initial choice of a CLM solution because of an impressive demo which highlighted features they needed. The demo was delivered by a sales engineer who also promised that his company would meet a range of implementation-centric requirements. Unfortunately, the engineer was either ignorant, or hopelessly misrepresenting his bosses. In either case, a sale was made, a customer was made unhappy, and in short order, the vendor was, rightfully, booted out. Mind you, the problem was not a malfunctioning product, but rather an inability on the part of the vendor to live up to promises and expectations in so far as implementation services were concerned.

The lesson here is that in any CLM deal (or any software sale for that matter) where implementation is critical, the transaction is not only about the product. It’s also about the ability of the vendor selling the product to deliver implementation services that enable that product performance to be leveraged and optimized.

It comes down to this: when viewing a demo, look beyond the engineer delivering that demo, to the company standing behind that engineer. A CLM solution represents a commitment on your part to a new technology; make sure your vendor is fully able and willing to partner with you to make that commitment a successful endeavor.

- Terry Nicholson