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> > Bonnie wrote:
>
> Not really [de-baffled], Brian. ;) Why did they buy your company's
software? What does your
> company's software do? And if they don't know what it does, what the heck
are
> they doing using it?
>
> Let's see.Highly regulated. Either pharmaceuticals or securities, eh? How
can
> the regulation of their business baffle them? Perhaps they need some
advice
> from professionals in their field? As a consumer, hearing this is making
my
> teeth itch.
>
Pharmaceuticals....securities....I wish! It's billing software. (I don't
mean to be cagey -- I'd be happy to provide more detail off-list.)
Most of these clients bought our software years ago, before the regulation,
and were cruising along happily. When the market become regulated, we
redesigned the software to communicate with the regulatory body. Our clients
had to buy it, or pay a stiff fine. Imagine a happy billing clerk coming to
work one morning and finding new software and a new workflow, both of which
require an understanding of Web services and a thousand newly-minted
government acronyms. Our users are smart folks, but that's a bit much for
anyone.
The regulation was recent, sudden, and poorly communicated (by both the
regulatory body and our company). Our clients do need advice, but none is
forthcoming from the regulator, and they frankly don't have the cash to buy
it elsewhere.
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