1. Ask the application provider to tell you about your industry ‘pain points’ before you start to tell them your issues. This will demonstrate that they know your industry in sufficient detail to be able to advise you on appropriate ways to implement a technology solution.

2. Ask whether, when your business grows, you will be forced to 'upgrade' to another product from a particular vendor the provider may recommend. This is a common situation, as many vendors have acquired products from various companies that fit different market segments.

3. Ask to visit three reference customers who are in the same line of business as you. If the provider is working in your industry, they should be able to easily provide three customers who are geographically close (ideally in the same city, certainly in the same state). Ask the reference customers about how the application is supported—how quickly are support calls answered; have the support staff demonstrated that they know your industry; how long does it take to fix a bug; is there a clear escalation process etc.

4. An SME should expect to upgrade their main business application about every 12-18 months, so check the solution upgrade cycle. If there are frequent upgrades, it suggests the product may be immature. Ask the reference customers how easy/often it is to upgrade.

5. If the provider has to customise more than about 20 percent of the project, find another provider. While your business model is unique, the basics of accounting, importing, distribution, retailing, professional services etc are not. The customisation should round off your business needs, not be the provider's recommended solution.