The Honest Truth: Unmasking the Software Selection Charade

Hidden biases and common pitfalls often mislead businesses during this critical decision-making process. This report offers a unique, data-driven perspective on platform selection challenges based on in-depth qualitative research, including feedback from nearly 100 merchants and 10 leading agencies.

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"This report offers a unique, data-driven perspective on platform selection challenges"

The research highlights how many merchants face a perceived variety of options but are often steered toward familiar platforms due to hidden partnerships and relationships. It also explores the customization dilemma, where platforms that promise flexibility usually force businesses to adapt to rigid frameworks.

Perceived Options: Despite appearing to have many choices, most recommendations are influenced by existing biases, leading to repeated suggestions.
Customization Issue: 86% of merchants seek customization, but most are forced to adapt to platforms lacking genuine flexibility.
RFP Challenges: 82% of merchants state that the results often do not match the promises made during the RFP process.
AI's Role: With AI becoming more common in decision-making, merchants question whether it simplifies processes or adds more complexity.