Vilfredo Pareto is one of my all time hero’s. His famous 80/20 rule has on numerous occasions saved me a lot of time and effort. It is actually quite incredible how often this simple rule that 80% of effects come from 20% of the causes shapes our thinking and our actions.
It is equally incredible how often we ignore this powerful theory and continue to hope that the results will be different if we only keep throwing resources at a problem. The reason I wanted to invoke the memory of Pareto and his famous principle was to explore its application towards the benefits we get from software solutions.
Now I am a firm believer in the benefits of software and how it can and does improve our lives, our businesses and our global economy. But here is the Right Question: At what point do additional improvements or added functionality in a software product make little or no difference in enabling a user to get his/her job done.
Let’s take MS Excel as an example. I would consider myself a moderately sophisticated user of Excel. I have been using Excel for many years especially during my time as a investment banker. Excel was first released in the mid- 1980’s so it has been around for over 25 years. There have been significant improvements in Excel since those early days in user experience, functionality, integration with other programs etc.
But here is the issue. I cannot quantify this but I am pretty sure that in my best Excel moments I do not use more than 10-15% of Excel’s vast capabilities. Yes there are probably some people who use maybe 30-40% but it is more likely that the vast majority use only a small fraction of its formidable capability.
Now let’s look at an example from the world of enterprise software – in particular CRM (Customer Relationship Management software). Now the only goal of CRM is to drive sales in a cost effective manner. There should be no other objective for deploying CRM software. If your company does not have CRM software you can certainly benefit from CRM software at the appropriate stage of scale (no a two person company does not need CRM they just need a piece of paper and a pencil !). But similar to my example of Excel, at what point do you already get the 80% benefits from CRM software ? Is it at the first purchase, is it on release no. 4, or do you ever get there ?
I don’t know the answer and many will rightly argue that “it depends”. This is always a difficult argument to win because it is a powerful argument – especially when you don’t have the courage to make a decision. But as an executive or as a technology professional we are paid to make decisions not live in a land of “it depends economics”.
So here is my assertion. The right software can play a critical role in driving growth and managing costs for any business – here I have no doubts. However, I would also argue that it is more important to have a broader and integrated technology footprint than to go deep (read deploying new versions) in any specific functional category. So, better to have an integrated suite (eg. CRM, financials, supply chain, procurement, HR, mobile workforce etc.) than to buy the version 4.0 of any specific product.
If Pareto is right – and he almost always is – we probably use only 20% of any given software application capability to generate 80% value created. Interesting thought.
I am sure many will disagree with me and I look forward to the comments and input.
Filed under: Big Picture, Enterprise Software, Innovation, Technology, Uncategorized | Tagged: CRM, Data, Design Thinking, Ecosystems, Enterprise Software, ERP, Innovation, Software, Technology, User Experience |