Implementing a new software solution in your organisation is a daunting task. Nothing new here. To achieve success, many preconditions must be met. And on any of those conditions, the project can easily backfire. However, many misunderstandings and conflicts about the implementation of ERP/CRM systems can be traced back to unclarities about the division of tasks. To the simple question Who does what? Miraculously, both purchasers and vendors often persist in not creating this clarity on time. With all the associated consequences.
An implementation project implies several cost categories, such as licences, maintenance, various services and hardware. With the introduction of the cloud model, it has become increasingly easier to determine the costs for licenses and maintenance. This also goes for the infrastructure and the hardware where, after all, a high degree of standardisation has taken place.
That only leaves the services. A crucial point here is that every stakeholder has their own set of expectations with regard to this aspect. As a customer, you often compare the proposals to what you were used to with your previous vendors. And your vendor uses his or her own usual approach as a frame of reference. And from this frame of reference, they compose their quotation. In this way, you are missing each others point!
We advise you, therefore, to ask for clarity already in a preliminary stage. And no longer to accept quotations in which the chapter ‘task division’ is lacking. In this way, you are laying the foundations for a smooth procedure during your next ERP/CRM implementation.