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What industry secret are you aware of that most people aren't?
(programming.dev)
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this post was submitted on 24 Jun 2024
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So you're talking about SaaS / business tooling then? Again though, that's just one of many segments of software, which was my point.
Also, even in that market it's just not true to say that there's no incentive for it to work well. If some new business tool gets deployed and the workforce has problems with it to the point of measurable inefficiency, of course that can lead to a different tool being chosen. It's even pretty common practice for large companies to reach out to previous users of a given product through consultancy networks or whatever to assess viability before committing to anything.
Nor necessarily SaaS, but yes business tooling. Which is the vast majority of software if you include software businesses buy and make thier customers use. The incentive is for it to work, not for it to work well. The person who signed off on the purchase either will never know how bad it is because they don't use it and are insulated by other staff from feedback, or because they are incentivesed to downplay and ignore complaints to make thier decision look good at their level in the company.