Ten Important Questions to Ask Your Supplier When Choosing Software for Associations

When it comes to selecting the right software for your association, most focus on the product itself: Does it meet our needs? Can it scale with us? But often, it’s the non-product questions that are overlooked, and these can make or break your long-term success.

In this blog, we’ll explore 10 key questions you should ask your prospective software supplier that go beyond the product features. These questions focus on the things that will ensure a smooth, ongoing partnership—and that the software you choose actually supports your association’s goals over time.

1. If we need to switch to another vendor in the future, can we take everything with us?

We’ve all seen the flashy demos and big promises, but here’s a critical question: What happens if we decide to leave? Many suppliers build their software on top of bigger platforms (think Salesforce or Microsoft), and while this may appear to be attractive, it often comes with a huge catch. If you decide to switch suppliers, you might find it impossible to take your data, workflows, or configurations with you and its almost certain that another supplier won’t be able to support or maintain the system so it’s back to square one.

Always ask: if I want to change vendors, can I do so without completely reworking everything from scratch and spending the money again?

Look out for suppliers who lock you into their proprietary tools. It might sound good now, but if your needs change or their roadmap doesn’t align with your association’s direction, the switch can be far more difficult (and costly) than it’s worth.

2. What’s your bigger-picture strategy, and how will it benefit us long-term?

Having the biggest or richest vendor isn’t always the best move for your association. In fact, size often means higher prices, with no guarantee of better service. What you really want to know is: How does your strategy align with ours?

Ask the supplier to explain their long-term vision for the product, and how it will evolve over time. A solid supplier will have a roadmap that prioritizes continuous improvement—something that will help you grow and thrive as your needs evolve. Their product shouldn’t just meet your immediate needs but should be able to scale with you in the future, as new challenges or opportunities arise.

The right supplier won’t just talk about what their product can do today, but how they’ll help you evolve over the next several years.

3. What parts of your solution require us to rely on you—and which parts are fully documented for us to take control of?

It’s important to understand the distinction between the parts of the solution that are core (i.e., well-documented and self-managed) versus those that are essentially “consultingware” that can only be modified by the supplier.

Ask yourself: What will we be able to manage in-house? Certain integration components like Single Sign-On (SSO) or API connections may require you to rely on the supplier’s expertise, but these can often be worked into the solution with minimal intervention. However, if your entire solution is built around a “consulting-heavy” approach, where you need ongoing support just to tweak or maintain the system, that’s a red flag.

Make sure the product comes with full online regularly updated product documentation – ask when the last update happened and check that it is updated with each release. Remember that training videos reduce your costs and empower your team.

4. Can you help us scale our system over time as we grow?

Associations aren’t static. Your membership base, your events, your services—all of these things will change and evolve. So, ask your supplier: How will you help us scale as we grow? Can we “rightsize” the solution based on our actual needs at any given time?

Some suppliers have rigid pricing models based on user count, while others offer flexibility that grows with you. Understanding how the supplier structures their pricing—and if there’s room to adjust as your needs shift—will save you from unexpected cost overruns down the line.

5. Are there any hidden or variable costs we should watch for as we scale?

Watch out for add-on price gouging. Some software solutions look like a great deal until you realize that every extra email, every additional user, or every API call costs more money.

Certain types of software are particularly prone to these unexpected costs:

Event management software that tacks on fees for each registration or transaction
Web tools that charge for hosting or per uploaded document or video uploaded
eLearning platforms that charge per course or certification attempt
Integrations and API calls that cost extra as you connect with other systems

Ask suppliers to be upfront about any variable costs associated with clicks, usage, storage, or other factors. The clearer you are upfront, the less likely you are to face nasty surprises as you grow.

6. How can we build in-house capability, or plan for relying on you in the long term?

It’s not a bad thing to rely on your supplier for ongoing support—especially as your team changes over time. What’s important is that this reliance is planned and structured. You don’t want to be caught off guard by a sudden shift in staffing, especially if key knowledge leaves with a departing employee.

If you have staff eager to learn and potentially certify themselves on the system, great! Build a plan with your supplier for training and skills development. However, if your team lacks the bandwidth or expertise to maintain the system, budget accordingly for a long-term supplier relationship that includes ongoing support and expertise.

Remember, building internal capacity isn’t an all-or-nothing decision—it’s about finding the right balance.

7. Have we clearly separated what we need now from what might be needed later?

An RFI (Request for Information) can sometimes be like throwing the kitchen sink into the mix—everything you think you might need, with no clear distinction between what’s necessary now and what’s a nice-to-have for later.

Be clear with your supplier about your immediate goals for the project. Don’t just list everything you might want eventually. Instead, separate out the key deliverables for the initial phase and focus on building solid foundations. If a supplier suggests a phased approach—doing 3-4 smaller projects over several years—that can be the better route for success, as it builds skills and success over time, rather than overwhelming your team (and budget) all at once.

A supplier who gives honest, realistic guidance here is one to pay attention to. Dont be put off if the supplier wants to challenge and “rediscover” what you have set out in your RFI this is just a normal healthy part of the verification process.

8. How will you work with us after go-live to ensure long-term success?

It’s easy to get swept up in the excitement of the initial project launch, but the real work begins afterward. As your association grows and your needs evolve, how will your supplier continue to support you?

Ask about the long-term partnership:

Will the same team that helped implement the system stay involved in the support process?
What’s their plan for helping you evolve the system over time?
What ongoing support and strategy planning will be included in the price?

Building a solid foundation is just the start. Ask your supplier what kind of relationship they envision for the years after implementation—and make sure it fits your association’s long-term needs. This is where you’ll see if the supplier is committed to helping you scale, or if they’re just looking for a one-off sale.

9. What’s the best way for us to work with you to get the most value for money?

It’s crucial to make sure you’re getting the most out of your investment, and that starts with understanding how the supplier views value for money. A good supplier will help you achieve value by being transparent, honest, and realistic about what your association needs.

Ask the supplier how they can help you get the most value for your investment. A supplier who answers with integrity—offering clear, actionable strategies and realistic timelines—is the one to prioritize. You want a supplier who will help you avoid overcomplicating things and focus on what’s truly essential. If the supplier is all about the “big pitch” and vague promises, it might be time to move on.

10. How long have your team members been employed—and will we work with the same people through implementation and support?

The people behind the software are critical to your success. The team members you met during the sales process should ideally be the same ones you work with through implementation and on an ongoing basis for support. Consistency matters—having the same team who understands your goals, your challenges, and your context will make a world of difference.

Ask how long their team members have been employed at the company, and ensure that the team you interact with during the sales process will be the same ones working with you during implementation and providing ongoing support. High turnover can be a red flag, as it can result in a lack of continuity, expertise, and stability over time.

Conclusion

Choosing the right supplier isn’t just about ticking boxes on a product feature list. It’s about establishing a long-term partnership based on transparency, trust, and mutual growth. By asking the right questions—focused not just on the product but on the supplier’s approach to support, scalability, and collaboration—you’ll set your association up for lasting success.

So, take a deep breath, ask these 10 questions, and make sure you’re not just buying software, but building a relationship that will grow with you for years to come.