Eric Bernstein, the CEO of Odessa, recently discussed the importance of striking a balance between flexibility and customizability in enterprise technology. He highlighted two common mistakes that software companies often make: trying to force customers to fit into one-size-fits-all solutions and being overly flexible to the point of inefficiency. Bernstein emphasized that optimizing time to value requires being easy but flexible, meeting the needs of each customer without straying from best practices.
One mistake that software companies make is removing customizability altogether, essentially telling customers that they know better. Bernstein provided an example of a company using a digital portal for invoicing, where customers want control over the process. A fintech firm hired to improve workflows suggests an automated system that sends invoices without customer input. However, this approach ignores the unique needs of the customer and can lead to a failed relationship. Optimizing for speed to value at the expense of holistic success is not the answer.
On the other hand, some software companies accommodate outdated processes for customers, even if it leads to inefficiency and higher costs. For instance, a lender may resist automating loan application processes, leading to manual tasks and data duplication. This accommodation of old methods can have negative consequences on employee morale, customer experience, and overall efficiency. Striking a balance between ease and customizability is crucial for optimal value in enterprise software.
The key is to differentiate between needs that reflect what is unique about a business or its customers and those that are arbitrary norms rooted in inefficient practices. Customers should not require extensive manual interventions for basic software customizations, but they also shouldn’t be working from a completely blank slate. Software companies that fearlessly reevaluate old processes while addressing the unique needs of their clients excel in the industry. By avoiding the easy route today, these companies prioritize efficiency and client satisfaction in the long run.
Eric Bernstein’s insights on finding the balance between standardization and flexibility in enterprise technology highlight the importance of understanding and meeting the specific needs of each customer. By avoiding the pitfalls of forcing customers into predefined solutions or accommodating outdated processes, software companies can achieve excellence in their implementations and ensure long-term success for both themselves and their clients. In a rapidly evolving business landscape, adaptability and customization are key factors in driving value and maintaining customer satisfaction.
