KLAS Research recently highlighted a crucial shift in how decision-makers assess vendors. Their study revealed that trust, transparency, and straightforward contracts are vital when buying services or products.
In their “Executive Voices 2025” report, over 3,000 decision-makers were asked if vendors avoid charging hidden fees. A significant 73% said that transparent pricing is essential. If a vendor makes it hard to understand their pricing, they risk losing the deal.
When it comes to costs, clarity is king. KLAS found that unclear pricing leads executives to suspect that other areas, like product support or updates, may also be hidden. It’s no surprise that executives, especially Chief Financial Officers (CFOs), are quick to pull the plug on vendors who play “gotcha” games with fees.
CFOs want clear pricing models. They reward vendors who show transparent costs and flexible payment options while avoiding any surprises. This sentiment is echoed by Chief Executive Officers (CEOs), who view pricing clarity as a sign of integrity. Interestingly, even clinical leaders—who usually stay out of financial details—consider hidden fees red flags when evaluating their return on investment.
Here’s the bottom line: clear pricing is non-negotiable, but costs can be discussed.
When projects fail, cost overruns often aren’t the only reason. Executives pointed out issues like misaligned tech strategies and inconsistent implementations. Even top-tier technology can falter if only one department’s goals matter.
Chief Information Officers (CIOs) and Chief Operating Officers (COOs) appreciate vendors who bring collaborative strategies. Healthcare IT leaders want to hear input from clinical teams early, ensuring that systems function smoothly from day one.
Winning Strategies for Vendors
To penetrate the C-suite, vendors should consider these insights based on the KLAS report:
For CEOs: They prioritize growth and reputation. Vendors linking IT investments to overall performance earn lasting loyalty. Overselling quickly erodes trust.
For CFOs: They emphasize clear line items and easy-to-understand costs. Opaque pricing can lead to immediate vendor changes, as they defend financial decisions to their boards.
For Chief Data Officers: They require solutions that facilitate data sharing and integration. Vendors should avoid creating new silos, ensuring that data flows smoothly within the organization.
For CIOs: They need to see a coherent strategy that supports business goals and minimizes risk. Anything that complicates the integration process can lead them to look elsewhere.
For Chief Information Security Officers: They’re focused on security risks and swift updates. Vendors lacking transparency in these areas will struggle to win their trust.
For Clinical Leaders: They evaluate technology based on user experience. Solutions that prioritize ease of use and adaptability gain their loyalty.
Guidelines for Vendors
To align with these expectations, vendors should:
Simplify Pricing: Offer two-column contracts that clearly differentiate between base and optional costs.
Demonstrate Integration: Show how your platform connects various business needs—finance, operations, and security—in one streamlined dashboard.
Build Trust Early: Offer trial periods and access to integration plans before the first invoice arrives.
Provide Evidence: Always back claims with data and benchmarks, as executives appreciate proof over mere promises.
In conclusion, the C-suite has set a clear agenda. Vendors who commit to transparency, align with business needs, and back up their promises will shape the future of healthcare technology. This approach not only meets the demands of today’s decision-makers but also sets the stage for lasting partnerships.
For more detailed insights on vendor relationships and transparency, check out KLAS Research’s full report here.
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