Buying enterprise software used to be simple. You either hired a team to build a custom solution or purchased an off-the-shelf system. Today, that decision is anything but simple. The software purchase process is flooded with hype, automation promises, and buzzwords like “AI-powered” and “seamless integration” that often mask critical limitations.

For mid-market leaders, the challenge isn't just about choosing software anymore—it’s about making the right SaaS purchase decision in a market that’s more crowded and less transparent than ever. The real questions now are: What kind of system do we need? Should we build or buy? How do we evaluate vendors? What vendor evaluation criteria actually matter? And how can you ensure long-term value after the purchase?

This article breaks down the realities of purchasing software for businesses in 2025. We offer practical guidance on vendor evaluation, SaaS appraisal, and how to choose software that truly supports your operations and growth without falling for the hype.

Today's SaaS Marketplace: Overwhelming by Design

The purchase of software today is no longer about finding the right fit — it’s about navigating an endless flood of options, all claiming to be the “best” solution. Whatever industry you're in, just search "[your industry] + system," and you’ll get hundreds of results, each packed with bold promises and flashy features.

With just a credit card, you can get started on most platforms instantly. Enterprise-grade software has never been more accessible — or more overwhelming. Some vendors even block pre-sale contact with gimmicks like “fully self-serve”. However, this abundance comes at a cost. Competition among SaaS vendors is now fierce, and disruption” often now means clever marketing, not real innovation. Feature lists are now bloated with buzzwords instead of helping you solve problems.

Today’s SaaS evaluation process often feels like sorting through noise. Providers focus more on being first to sell than on long-term value, leaving buyers unsure how to separate substance from spin.

How SaaS Vendors Use Marketing to Oversell and Underdeliver

SaaS vendors today aren’t just competing on product — they’re competing with marketing budgets. While this is not unusual in business, it becomes a serious issue when marketing overtakes the actual service in “Software-as-a-Service”.

In today’s landscape, many providers are optimizing for sales, not support. They're investing more in slick websites, paid campaigns, influencer partnerships, and buzzword-laden pitch decks than in pre-sales consultation or post-sale guidance. As a result, mid-market buyers are often sold features, not solutions, and rarely get the chance to have a real conversation with someone who understands their business needs.

At Duku Solutions, we’ve seen firsthand how this dynamic frustrates buyers. Clients we work with often tell us that getting meaningful answers during the vendor evaluation process feels nearly impossible, let alone having a true discovery conversation before signing a long-term contract. In some cases, even the onboarding process is fully automated with no clear escalation paths or points of contact.

This disconnect makes the software purchase process feel more like a gamble than a strategic decision. Without meaningful dialogue, it’s nearly impossible to assess whether a vendor can deliver on what matters most: long-term support, scalability, and actual business value.

The Hidden Cost of SaaS: Weak Support After the Sale

We recently worked with a client facing a nightmare scenario with a major CRM provider. They had used a built-in self-service tool to import data — a feature promoted as safe and easy. The result? Corrupted records, broken workflows, and a serious data security concern. Even after confirming it wasn’t user error, it still took over a week to get a real human response from the vendor.

And this wasn’t a small account. This was a high-volume client paying enterprise-level fees.

When SaaS providers prioritize automation over access, the lack of human support isn’t just inconvenient — it becomes a liability. The trend we’ve observed is clear: companies that minimize interaction during sales are likely doing the same on the support side.

One crucial step in any vendor evaluation process is clarifying how support actually works — before you sign. Who do you call when something breaks? Is there an account manager? A guaranteed service level agreement? A real escalation path?

These questions often get buried under the buzz of “self-service” and “in-app help.” But the reality is this: weak post-sale support is a hidden cost that can wreck operations, damage data, and erode trust in your entire tech stack.

What vendor evaluation criteria actually matter?

Choosing the right SaaS product in 2025 isn’t just about features — it’s about fit, accountability, and long-term value. With the line between product and marketing blurrier than ever, flashy demos and buzzwords can distract from what really matters in your software purchase decision.

Now, if you’re conducting a vendor appraisal or caught in the build vs buy software web, here are questions we recommend you start asking:

1. Support and Service Commitment: Ask the vendor: What happens after I sign?
You’re not just buying software; you’re entering a service relationship. Identify how support works, what escalation paths exist, and if you’ll have a dedicated contact. If these answers are vague or buried in fine print, it’s a red flag.

2. Integration Compatibility: Can the system connect seamlessly with your existing tech stack?

Most SaaS failures we see aren’t about core functionality — they’re about a lack of proper integration. Ask about open APIs, custom workflows, and what support they offer for integration setup. This is where working with a strategic technology advisor like DUKU can be critical.

3. Data Ownership and Access: Who controls your data, and how easy is it to get it out?

This is one of the most overlooked parts of the vendor evaluation process. You need clear answers about backup, portability, and how data is stored — especially if you plan to scale or switch platforms later.

4. Transparency in Pricing and Usage: Avoid surprises.
Ask vendors to break down their pricing model and show exactly what’s included — and what’s not. Many mid-market companies end up paying for seats, features, or modules they never use. During your SaaS evaluation, press for clarity.

5. Real-World Use Cases (Not Just Demos): Buzzwords like “AI-driven” or “no-code” aren’t proof of fit.
Instead, ask for specific use cases relevant to your business — ideally from companies similar in size and structure. Push vendors to show not just how it works, but how it will work for you.

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We created this SaaS Buyer’s Checklist after seeing too many teams make costly mistakes when purchasing enterprise software. It’s the set of questions we wish our clients had asked before signing their SaaS contract.