Let me add to Ray Wang’s list of 7
1) Customers paid extra for vertical modules like utility billing or retail merchandising (using vertical licensing metrics and price points far higher per function point than in the core) and continue to pay maintenance on that but little in the way of new functionality is being delivered
2) Analytics continue to be focused on internal, historical, structured data. Little in the way of predictive or web or unstructured analytics.
3) User interfaces continue to evolve at snail’s pace. Many vendors finally support Excel integration and that look and feel. Don’t hold your breadth about Surface computing anytime soon.
4) Customers report upgrades continue to be too cumbersome. Indeed they are forced marches. You would think by the 12th release of something, an upgrade would be a piece of cake?
5) Compared to application support. hosting and storage cost benchmarks coming out of SaaS and cloud world, your vendor’s ecosystem seems frozen in the annals of time
6) Compared to SLAs coming out of offshore and SaaS vendors, your software vendor’s support KPIs and SLAs quit evolving a decade ago. And there are toothless penalties for breach.
7) Compared to training and documentation materials coming out of Apple and Google, your vendor’s classroom training and documentation is antiquarian.
Update Dennis Howlett adds 7 more