A software implementation can be delivered on time and on budget, then fail the moment people refuse to use it.

In this episode, Jeff Mains talks with Deborah Kaminetzky, founder of De Facto Project Management, about the gap between what companies buy and what their teams actually need. Deborah explains why adoption belongs in the project plan from day one, how secret spreadsheets expose broken processes, and why the people using the system every day need a voice before anything gets built.

They also tackle sales-to-delivery misalignment, change management, custom development, AI-built tools, data ownership, security, and the real cost of maintenance. Because technology can’t fix a broken process. It can only make the break easier to automate.

Key Takeaways

00:00 Build vs. buy in tech decisions

04:58 Reflecting on career path decisions

06:59 Translating between software and client

11:20 Importance of early training integration

13:49 Gathering input from all levels

19:35 Dealing with SaaS integrations

20:29 Documenting Processes and Risk Management

25:16 Ensuring client project understanding

28:12 Navigating client project expansion

31:10 Importance of Client Understanding

35:47 Choosing the right SaaS provider

39:17 App security vulnerabilities

42:11 Importance of preparing clients

46:11 Upcoming founder and playbook episodes

47:02 Introduction to Future Proof Founder

Tweetable Quotes

- “On time and on budget are nice, but adoption is the main thing.” Deborah Kaminetzky [09:23]

- “Technology won’t fix bad processes, and it definitely won’t fix communication.” Deborah Kaminetzky [08:26]

- “If you don’t build what they need and what they’re going to use, they won’t adopt it.” Deborah Kaminetzky [09:23]

- “You need to consider training and adoption at the very beginning.” Deborah Kaminetzky [11:20]

- “No company should be running with really important information in somebody’s head.” Deborah Kaminetzky [17:29]

- “You have to take risks because those are also opportunities.” Deborah Kaminetzky [21:25]

- “I don’t mince words. I’m not going to be like, ‘Oh, okay, fine.’” Deborah Kaminetzky [22:47]

- “Just because somebody can do it for you does not mean they’re going to be able to maintain it.” Deborah Kaminetzky [35:02]

- “Just because you can doesn’t mean you should.” Deborah Kaminetzky [40:09]

- “Software is never done.” Jeff Mains [40:19]

- “You need to know what you’re getting into.” Deborah Kaminetzky [43:22]

- “Technology can’t fix a broken process. It just makes the break easier to automate.” Jeff Mains [46:08]

SaaS Leadership Lessons

1. Measure adoption, not delivery.

On time and on budget don’t matter if nobody uses the software. Plan for adoption from day one.

2. Understand the real process first.

Technology won’t fix broken workflows. Talk to the people doing the work, not only executives.

3. Involve delivery before the sale closes.

Bring an engineer, project architect, or project manager into pre-sales to confirm the solution is practical.

4. Train people in context.

Use real workflows, devices, and customizations. Include users throughout the project and show them what improves their work.

5. Treat shadow IT as a warning sign.

Secret spreadsheets and workarounds create inaccurate reporting and concentrated knowledge risk.

6. *Price the maintenance, not just the build.

Before choosing a custom solution, assess ownership, security, compliance, integrations, and failure scenarios.

Guest Resources

https://defactoprojectmanagement.com/

https://www.linkedin.com/in/deborah-kaminetzky-pmp-fractional-project-manager/

Episode Sponsor

The Futureproof Series - https://www.youtube.com/playlist?list=PLfkXKUPZ5xuOqMPR7_gzGybncTtavyR1N

The Captain's Keys

Small Fish, Big Pond – https://smallfishbigpond.com/ Use the promo code ‘SaaSFuel’

Champion Leadership Group – https://championleadership.com/

https://jeffmains.com/books/

SaaS Fuel Resources

Website - https://championleadership.com/

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