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And if the business needs aren't met, said businesses will go to another SaaS company that promises them a better, brighter future.
The user might not be the subscriber, but the user being less productive because the software is getting in their way, will irritate the subscriber.
I know a SaaS company that put thousands upon thousands of engineering hours into making small (and sometimes large) optimizations over their overall crappy architecture so their enterprise customers (and I'm talking ~6 out of the top 10 largest companies in one industry in the US) wouldn't leave them for a solution that doesn't freeze up for all users in a company when one user runs a report. Each company ran in a silo of their own, but for the bigger ones... I'm not going to give exact numbers, but if you give every user a total of half an hour of unnecessary delays per day, that's like 500 hours of wasted time per day per 1000 employees. Said employees were performing extremely overpriced services, so 500 hours of wasted time per day might be something like 100k income lost per day. Not an insignificant number even for billion dollar companies.
I've since left the company for greener pastures and I hear the new management sucks, but the old one for sure knew that they were going to lose their huge ass clients over performance issues and bugs.
The key phrase was work well. You are saying they have a motive for it to work. Like not freeze up. I am saying they have no motive for it to work well. As in be user friendly or efficient or easy to use.
Ok, well really splitting hairs on what "working well" means but ok. Why do UX designers exist? I mean if you have a bad UI that takes a user 10 min to do something that can be done in 10 seconds in another solution, you lose. Time is money. Anyone who has ever been in magament knows it's all about cost vs output. If a call center employee can handle 2x more cases with another solution due to a better UX, they will move to that.
You are saying efficiency doesn't matter, which is just %100 false. A more efficient solution makes/saves more money. It saves time, which is also money and improves agility of the team. How can you say with a straight face that a business doesn't care about efficiency of it's workers....
Because I have worked with software for 30 years. When the employee is salaried, thier time costs nothing. I will say I have no experience with call centers. So those may be an exception. I believe the majority of computer use jobs are salary though.
Ugh, wrong again. Time is money. People have limited bandwidth and output, you want to get at much output as you can for the salary spend while realizing each person has a finite output. You keep saying things like "time costs nothing" and "quality doesn't matter" which are just completely wrong and if true would upend the industry.
Also I've been in software for just over 20, the last 4 of those as a CTO. Since you seem to keep bringing up your credentials for some reason.
In one thread someone questioned if I even work in tech. So I started mentioning my experience to back up my claims. My current CTO fully admits that we have to cut corners and deliver features to win customers. That why I work for him. He is honest about it. And he is not new at it either.
As for time is money... take a person working 40 hours a week, and replace thier tool with a cheaper lower quality tool, then tell them to make it work. They start working 44 hours a week. You saved money and got the same result. Awards for you. And a lot of people will do the extra work, because they care about the work. As a bonus, the people who won't work extra leave. Now you have a self selecting group of people who will work longer for the same price. And those tend to be the people who won't leave for various reasons. So now you can even not backfill some of the ones who left, and tell the ones who stayed to cover the slack. Wow, even more money saved. I've seen that happen at a company with billions in revenue and great profits. But the shareholders demand growth, so if they can't sell more, they must cut expenses to grow profits.
It still worked - you could use the software with occasional hiccups, it's not like there was data loss or anything. It just didn't work WELL.