The Demo Looked Great—So Why Aren’t We Seeing the Value?

Some things never seem to change—like the frustration that surfaces when a new software system doesn't live up to expectations. The scenario is all too familiar: You go live with a system that looked slick in the demo, came highly recommended, and checked all the boxes during evaluation. But once the dust settles, you're left asking:

• Why aren’t we seeing the functionality we were counting on?

• Where’s the ROI we planned for?

• What happened to the strategic value that was supposed to move us forward?

Instead, it feels like a basic lift-and-shift. In some cases, it even feels like a step backward.

So… why does this happen?

Let’s start with the good news: In most cases, what you bought can do what you wanted it to do. So the real question becomes—why isn’t it doing that?

It All Begins at the Beginning

(As Yogi Berra said: “If you don’t know where you’re going, you’ll end up someplace else.”)

The core issue usually isn’t the technology itself—it’s the process leading up to the purchase and implementation.

Ask yourself:

• How much effort did we put into deeply understanding our own needs—at a detailed level?

• Did we truly vet whether the vendor could meet those needs, beyond what looked good in the demo?

• Did we fully understand how much ownership and internal engagement would be required for success?

• Do we have someone who’s willing and able to become the system’s internal champion or expert (aka, System Administrator)?

If you didn’t answer “yes” to most (or all) of the above, you’re not alone. These are common pitfalls that can derail even the most promising software investments.

Software Selection is More Than a Demo

Many organizations focus heavily on features during the buying process—but successful implementation requires more than matching checkboxes. It demands:

• A clear and complete understanding of business goals

• A realistic view of internal resources and capacity

• An intentional plan for change management

• A commitment to developing internal expertise

These are not afterthoughts—they are foundational to realizing long-term value from your investment.

Why Outside Help Can Be a Smart Investment

If you’ve never been through a successful system selection and implementation before, consider bringing in an expert partner early in the process. A relatively modest up-front consulting investment can help you:

• Define your real requirements

• Identify solutions that truly meet your needs

• Understand what internal ownership will be necessary

• Avoid costly missteps that show up months (or years) down the line

There’s a reason consulting firms have entire practices focused on software assessments and optimization. There’s real value in doing it right the first time—rather than spending twice as much correcting it the second time around

Final Thought: You're Going to Spend the Money Either Way

Whether you do it right the first time—or fix it the second time—the money is going to get spent. The only question is how wisely you choose to invest it.