For one thing, this is your opinion. You cannot speak for the entire user base. The addition of new features was the result of:
1. User requests.
2. Making an effort to be innovative. Who wants to pay yearly tech-support for a program that hasn't seen a new release in a long time? Lack of user requests is not an excuse. People expect to see new versions of software every so often to get a feeling of getting their money's worth.
3. To attract new customers.
Do not underestimate number 3. New customers are a must. After purchasing Amazing Charts, how many people do you honestly think renew their tech-support every year? Far less than you may think, I would wager. The average provider I work with is around 2 - 3 years behind on tech-support for their EMR and/or PM system. In their minds, they haven't had to call tech-support in a while, so why should they pay it? The latest version doesn't have any new features they want, so again, why pay it? So, the last resort of trying to keep some semblance of decent cash flow is to get more clients - bigger clients - to further ensure a steady revenue stream of not only sales but tech-support dollars.
Amazing Charts has no choice but to go after bigger fish as it simply cannot rely on the little Leslies and Berts of the world to pay the bills. True, they may lose a few of you on the way, but from a purely economic standpoint that is an acceptable loss if they just signed up that 5 doctor podiatry clinic. I realize that sounds dismal, but economics is the Dismal Science.
What would you do if you were Amazing Charts?
James,
I am really in for a flame war.
James, everyone knows how smart you are with Windows and SQL and all else computing. But, you are not a doctor, you do not use Amazing Charts, and you certainly aren't as knowledgeable when it comes to where AC should go than "little Leslie and me."
I could not disagree with you more on every statement you have made. So, maybe AC will not make it if it doesn't grow, but how do you think it got here. It got here BECAUSE of the Wendells and Leslies and Jon and Johns who have used it for years and do pay their support.
"The addition of new features is due to:
User requests: Where did you get this. It is exactly BECAUSE user requests are NOT put into the program that we are frustrated. I have been using AC for well over eight years, and I doubt I could list ten ideas that made it into AC. BUT, the ability to record the time of birth got right in.
Making an effort to be innovative: This does not hold true in all software. Sure, its exciting to see the latest Windows OS, but I couldn't care less if ESET has a new version every year or not. I will still purchase a subscription each year. Sometimes new versions make the product worse. You left out a key adjective. People don't expect to see new versions. They expect to see new and BETTER versions. From 5.028, each new version has been buggier and buggier. What Leslie is saying, and I pretty much always agree with her is that as AC "grows" it doesn't experience growing pains, it experiences a turn toward mediocrity. We do not feel we are getting our money's worth.
To attract new customers: Yes, new customers are vital. But, the problem is AC is not going to continue to get new customers if they continue on this path. There was a time when a prospective customer would read the board and be swayed to purchase the product. Now, as they say, not so much. If a prospective customer read all the threads today, I don't think they would save this website to their favorites.
"How many people do you think renew their tech support?" My guess is a lot of people did. But, why renew when your emails bounce back, you can't get anyone on the phone and your issues aren't fixed.
There are two things that sell ones product. The quality of the product itself and tech support. Both have gone downhill. What most of us are saying is slow down and remember your roots. Fix what you had first.
"Amazing Charts has no choice but to go after bigger fish."
Isn't that what Leslie said? Big fish/Small pond.
You think that good business is to attract new customers at the expense of "an acceptable loss." I think good companies try to gain new customers while keeping their "customer base" happy. As they say, an upset customer will tell ten people, while a happy customer will tell one. You build on your base, you don't dismiss them. If I were a company, I would listen to my long term customers, not alienate them.
"What would you do if you were Amazing Charts."
Well, the first thing is I would change the GUI. Second, I would scrap the PM. You can't be all things to all people. As noted, CCHIT and MU has really slowed down AC. But, the PM will grind it to a halt. They will work on it until first quarter of 2012. And, I will not be convinced that the EMR and the PM will be Netflix and Quikster. They will overlap, and their will be a lot of support time going to PM. We yell and scream over the letter writer, but I imagine when a major portion of the billing module isn't working properly and practices can't bill, their will be issues.
For sure, there must be a balance between sticking with your past and what works and growing your product. I think the difference here is that AC isn't improving to compete with the same size EMRs, it is trying to joing the NextGens of the world. Jon has/had a niche that few companies enjoy. He owned the inexpensive, no frills, it just works, faster than any other EMR. That is why we all bought it. That is what we all want to keep.
IT techs aren't like drug reps. We don't see them come and go.
