"Free Market Feedback": New Insights From The RSPA ISV Community
Source: RSPA
By Jim Roddy, Vice President of Marketing, RSPA

It’s been a while since I shared with you an inside look at the RSPA Niche & Startup ISV Community (the COVID crisis got in the way – sorry). This group of 60+ software developer executives holds a conference call every five or six weeks to network, learn from each other’s experiences, and foster business development opportunities.
A recent ISV Community session on handling customization requests from merchants and resellers unearthed several interesting observations of great interest to VARs and fellow ISVs. Here are some of the notes I typed as the ISVs talked:
- We thought we set clear expectations with a new customer – they provided feedback and input. After the contract was signed, they had a long wish list for us to change the product. It seems no matter what expectations you set, some customers hear what they want.
- How we’re handling that: moved to MOU (memorandum of understanding). It’s not a legally binding document but it clearly details on both sides the agreement. We get them to agree in writing and sign that document.
- We sell technology to people who have not had technology before, so they don’t know what questions to ask us about our product’s features. We draft a document that describes what we do and don’t do in friendly language.
- We give them a standard order form for the customization. They draft out what they want, we give them a price. We didn’t want a lawyer to have to review every customization agreement.
VIEW THE ARTICLE!
Log In
Signing up provides unlimited access to:
Free Sign Up

Signing up provides unlimited access to:
- Trend and Leadership Articles
- Case Studies
- Extensive Product Database
- Premium Content
HELLO. PLEASE LOG IN.
X
Not yet a member of VAR Insights? Register today.
ACCOUNT SIGN UP
X
Please fill in your account details
ACCOUNT SIGN UP
This website uses cookies to ensure you get the best experience on our website. Learn more