Successful beta testing takes commitment and communication from both sides. "In a real beta, what the customer has to say is important," Fine says. "Every bit of feedback must be recognized by the vendor. If there's no response, beta testers get unmotivated. At the same time, a good beta tester shows sincere interest, participation and engagement."

Beta testing also demands resources from both parties. Blackbaud, for example, requires that beta customers have broadband Internet access. Wall explains that this is needed to allow the vendor to access the customer environment directly to install code, figure out problems and fix them.

"We seek a validation of resource commitment," says Lea. "We ask, 'How well can they commit to plan?'"

The Process

From a participant's point of view, the beta-testing process has five steps, says Jarvis-Haig: interest, negotiation, qualification, implementation and closure.