IT vendors may be growing increasingly desperate amid the global economic downturn, but customers must employ a range of tactics -- not just bullying -- to extract cost savings from them, a group of Forrester Research analysts said during a client teleconference on 3 December.
Companies simply can't use a shotgun-style approach and expect to succeed, said software licensing analyst Duncan Jones: "Anything that is undifferentiated, like a general letter that goes out [to vendors] saying we've got to cut everyone's maintenance by 10 percent? That's not going anywhere."
"Either you're begging or threatening. ... Those [tactics] tend to work, but only for a short time," he said, adding, "unless you're really overpaying, there's really not that much room in the provider's margin where they can lower the price point without changing the service level."
And if a customer does succeed in lowering its services costs, "the vendor is going to immediately substitute junior people," said analyst John McCarthy, whose coverage areas include offshoring.
Instead of begging for a rate cut, customers could instead ask their vendors to assign more seasoned workers to their projects, resulting in productivity gains and cost savings, McCarthy said.
Meanwhile, the tactics are different for software licenses and maintenance agreements, according to Jones.
"One of the problems is, you're dealing with a software rep who has different goals than you. He needs to sell new licenses and has no interest in helping you cut costs," he said. "But if you get up higher in the organization, there are going to be people who care more about the long-term relationship, and there's flexibility there."
That said, now is the time to push for bigger discounts on new licenses, as sales representatives "are desperate to meet their number by end of the year," Jones added.