Firewall Wizards mailing list archives
Re: How to Save The World
From: "Marcus J. Ranum" <mjr () ranum com>
Date: Mon, 13 Dec 2004 09:57:26 -0500
Jian Zhen wrote:
How bout garbage like those things that let you run a full demo of your product w/o leaving your seat?
Yeah! _EXACTLY_ that kind of garbage. That kind of garbage is for people who don't understand a sales cycle. You think it impresses a customer to see a demo via Webex or whatever? That kind of stuff only "convinces" a customer who's already convinced (one way or another) and serves as a check-box item under the "yes I saw a demo" box. I've been on the sales side of a lot of software, and my experience tells me that for anything that's non-trivial, the thing that sells the product is hands-on time where the customer does a pilot deployment and sees that it does the job. Getting to a pilot deployment is a job for powerpoint and a whiteboard talk, not some faceless jerky mouse-movements and a disembodied voice over the Internet. For small packages at lower prices, where you can't justify a sales call, then it's much much more cost effective to invest your sales development effort into making a highly demoable version of the product that can be fielded without messing with the customer's machine. If you don't know how to sell software effectively, don't blame your tools: fix your sales process. Maybe I'm being a crackpot as usual; maybe I'll get shouted down by hundreds of list members emailing me, "yeah, I buy stuff from web demos all the time!" - but I doubt it.
or garbage that let you do Q&A or polling directly in the web cast?
Uh, "voice" technology does a great job of that and it's actually a lot more interactive and has the human touch. If someone was trying to sell me a piece of software and wanted me to do some kind of online polling webcast stuff, I'd laugh my b*lls off and - uh-oh, I just accidentally got "disconnected" call me back when you have a real sales force.
or garbage that let you share an application from your desktop and even let the customer drive it to get a feel of the product?
Yeah, that kind of garbage! Exactly. The way to let a customer drive your product is to, uuuuuh, let them drive your product. As in: "Dear customer, our product has: - low desktop footprint; you can run our U/I off a CDROM so it is tamper-proof and doesn't need to be on your hard disk if you don't want it to be (or it's browserable - and works only with MS-IE) - secure channels built in so you can run it over untrusted networks - and, hey, we have a complete lab environment hosted on a remote network so if you want to test drive we can give you an account and you can play to your heart's content..." None of this stuff is rocket science. What I am hearing is the sound of an industry that is so in love with its silly garbage gadgets that it has forgotten that the key to a successful sales cycle is the human touch that convinces the customer that you're a) solving their problem, b) there, c) care.
While I agree that it sucks most of these web sharing applications only run on Windows/IE, these applications do help companies save thousands of dollars. Imagine having to fly to a customer site everytime you need to do a demo.
Dude, I have flown to more customer sites and done more demos than you probably want to think about. And I've got the plane-seat scars to prove it. And, you know what? Sending a presales engineer who knows the product, knows the customer, and can talk to them face to face - it wins the sale every time. Unless there's some other mitigating factor that meant you were going to lose no matter what. In which case your sales team didn't qualify the lead properly. The garbage you're talking about helps companies save thousands and thousands of dollars by turning their sales cycle into a shotgun blast of sales-spam in which, instead of working on having 100 good customers, they try 5000 candidate customers and achieve sales with the 75 most stupid and easily impressed of the lot. But you're right they save themselves thousands of dollars. And the customers know that's what's going on. And they know that a company that wants their business so badly is also a company what is going to outsource their help desk to the lowest bidder, etc. I've been on the sales side, and I've been on the customer side; clearly I've got biasses. My guess is that in a few years when all the hype wears off some "sales visionary" is going to re-invent "face to face selling" ;)
Btw, I don't think Sun Tzu said your quote up there. :)
I am _so_ busted. :) Actually, that was a paraphrase from the Gangsta Rap translation version of have of Sun Tzu's "lost scrolls" that were found a few years ago, in a deeply buried stash in my buddy Andrew Molitor's sock drawer. It was an archeological find of great significance. :) mjr. _______________________________________________ firewall-wizards mailing list firewall-wizards () honor icsalabs com http://honor.icsalabs.com/mailman/listinfo/firewall-wizards
Current thread:
- Re: Archives (was Re: Re: Book of rants), (continued)
- Re: Archives (was Re: Re: Book of rants) Paul D. Robertson (Dec 13)
- RE: How to Save The World (was: Antivirus vendor conspiracy theories) Marcus J. Ranum (Dec 12)
- Re: How to Save The World (was: Antivirus vendor conspiracy theories) Adam Shostack (Dec 12)
- Re: How to Save The World (was: Antivirus vendor conspiracy theories) Paul D. Robertson (Dec 12)
- Re: How to Save The World Crispin Cowan (Dec 12)
- Re: How to Save The World Marcus J. Ranum (Dec 12)
- Re: How to Save The World Crispin Cowan (Dec 12)
- Re: How to Save The World Frank Knobbe (Dec 13)
- Re: How to Save The World Devdas Bhagat (Dec 13)
- Re: How to Save The World Jian Zhen (Dec 13)
- Re: How to Save The World Marcus J. Ranum (Dec 13)
- Re: How to Save The World Jian Zhen (Dec 13)
- Re: How to Save The World Devdas Bhagat (Dec 13)
- Re: How to Save The World Crispin Cowan (Dec 13)
- Re: How to Save The World Devdas Bhagat (Dec 13)
- Re: How to Save The World Bruce B. Platt (Dec 13)
- Re: How to Save The World (was: Antivirus vendor conspiracy theories) Marcus J. Ranum (Dec 12)
- Re: How to Save The World Crispin Cowan (Dec 13)
- Re: How to Save The World (was: Antivirus vendor conspiracy theories) ucxfoe (Dec 15)
- Re: Re: How to Save The World (was: Antivirus vendor conspiracy theories) Devdas Bhagat (Dec 15)
- Re: Re: How to Save The World (was: Antivirus vendor conspiracy theories) Marcus J. Ranum (Dec 16)