“All you have to do is this, and then this, and then . . . .”.
Once the sales rep is out the door, most customers quickly find that using software can be like peeling an onion.
In my business, we have consultants and customers using our software all over the world and some of them we only hear from every 5 years, even 10 years. Consultants typically need no more than 10-20 web hours to master any of our environments, end –users need much less because they tend to use a small subset of any particular environment.
Our sales pitch for on-site process mapping sessions is “Our objective today is to build a practical workflow that is representative of one aspect of your operations, who would like to lead the session?”
“Cake bakes” like this can make/break a business relationship. If the person who rises up to the challenge fails, it reflects poorly on the individual, poorly on the sales rep and poorly on the idiots back at corporate who let the sales rep loose.
The point is software doesn’t have to be difficult to use. Mostly, it’s about the user interface. Does the customer have to climb up/down menus or is there an easy way to use a single screen from which all manner of processing can be engaged?