Customers buy products because they have a problem that needs to be solved. Whether that problem is a need for a hole in a board or having to manage people-related information, the principle is the same. Many software vendors haven't grasped that fundamental premise. Instead, they continue to look at themselves as technology providers. As a result, particularly in Human Resource, in which the buyer is typically not a technologist, customers become frustrated. This is where the nature of' software vendors needs to change. Customers should expect more. Technology is valuable only to the extent that it solves a problem.