Survey also finds 73% of retailers plan to increase software spending in 2025, prioritizing investments in IT and cybersecurity, artificial intelligence, retail management, and CRM software

According to Capterra’s 2025 Tech Trends Survey, nearly half (48%) of retail businesses regret at least one software purchase from the past 18 months. Moreover, 63% of regretful buyers describe the financial impact of their bad software investment as “significant to monumental.” As 73% of retailers plan to spend more on software in 2025, it is vital that retail businesses evaluate how they buy software to avoid costly buyer’s regret.

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According to Capterra's Tech Trends Survey, retail businesses have more successful software purchases when factoring in customer reviews and recommendations from industry experts to build their vendor shortlists. (Graphic: Business Wire)

Capterra’s global survey of more than 350 retail business leaders found that software purchase regret was largely due to insufficient pre-purchase research. Notably, 88% of regretful software buyers say they are likely to purchase software based solely on information they get directly from vendors.

Successful buyers conduct formal, objective pre-purchase research

The survey found that successful buyers conduct formal pre-purchase research where they consider objective or qualified sources about software, such as verified reviews and recommendations from industry experts.

“Relying on a variety of sources, rather than exclusively on social media or what a vendor says, makes it much more likely you’ll choose the right software for your business,” said Molly Burke, Capterra senior analyst for the retail and restaurant industries.

Desired outcomes should be identified before new software is purchased

One of the recommended pre-purchase steps outlined in the report is to identify – at the start of the search – how retailers need their new software to perform, and the desired outcomes. This will help businesses avoid falling for a sales gimmick or for flashy features they do not need. Retailers are also advised to be flexible when researching products and vendors, as their best option may be a vendor they had not initially considered.

“Businesses should seek out product demos and free trials to see how the software would work specifically for their organization,” said Burke. “This can help identify user-friendliness, the level of tech support provided, and any unexpected costs that didn’t come up in initial talks with the vendor.”

A bad software purchase can lead to increased costs and productivity loss

Bad purchases can lead to increased costs, technical difficulties, reduced productivity, security vulnerabilities, adoption challenges, unforeseen expenditures, and/or even a loss in competitive advantage. It is imperative that retailers take the necessary pre-purchase steps to make the best software decisions for their company’s needs.

Retailers plan to prioritize software spending on cybersecurity in 2025

Retailers say the top two business challenges they expect to face next year are managing and preventing cybersecurity threats (39%) and implementing technologies effectively (37%). The report indicates that they’re using software to address these priorities. According to the report, in 2025, retailers plan to prioritize investments in IT and cybersecurity, artificial intelligence, retail management, and customer relationship management (CRM) software.

Read Capterra’s 2025 Tech Trends Report for more insights to improve purchase satisfaction, and visit Capterra.com to compare software products and create a better initial list using the Capterra Shortlist. Capterra is a free platform that enables businesses to browse software reviews, compare features, and get pricing information.

About Capterra

Capterra is the #1 B2B marketplace for organizations to find the right software and services. Our platform connects buyers to over 2 million verified user reviews about products and services spanning 1,000 categories and offers actionable, objective insights and recommendations to help them find the best product or service for their specific business needs.

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