Unethical Software Vendor Practices

Goals

The goal is to determine if unethical practices from software vendors (such as cloud ERP) toward their customers is prevalent in the technology industry in the U.S. in order to inform a proactive pitch.

Early Findings

  • "According to analyst firm Gartner, more than 75% of all ERP implementation projects fail, due to a lack of industry knowledge, clarity of cost, time-scale, functionality, training and resource issues.
  • An article from CIO entitled "15 famous ERP disasters, dustups and disappointments" states that "It's no wonder ERP has such a bad reputation: The history surrounding the complex and expensive enterprise software market is packed with tales of vendor mud-slinging, outrageous hype and epic failures."
  • A consulting article discussing Revlon's recent ERP rollout failure says that there are many things wrong with the current state of the ERP industry.
  • A blog discussed the lessons learned from Avon's ERP failure. The lesson included noting that "ERP software can brag all it wants about functionality and all of the magical modules and apps you can use to make your business processes easier, but that won’t mean anything if your software isn’t actually usable."
  • The same blog commented on Waste Management's experience: "Waste Management signed onto an 18-month ERP implementation deal with SAP that ended in disaster and was dragged out for years after the project’s original 2005 start date. WM struggled with the project so badly that they ended up in court, claiming they had been duped by the SAP sales team and a flashy demo that never ended up materializing."
  • Information Week published an article in 2018 that outlined several instances of ERP solutions providers ending up in court. Some of the issues were not defining clearly what fees would be assessed or who owned licenses among other things.
  • Reviews of Epicor ERP both stated that the support they received was "a joke" and 80% of their issues were due to poor software design or bugs.
  • Diginomica describes the process of ERP implementation and proposals like a cheap men's suit. They say, "The software deals are often needlessly complicated, expensive and sneaky. The implementation proposals, if you want to call them that, are almost pointless to review."
  • The same article talks about how several big firms rely on "partners" to actually implement the software and how this is not advantageous. Reviews of some ERP services also mention this as highly unlikable.

Proposed next steps:

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