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Would you choose the hospital around the corner for an open heart surgery? It is conveniently close! And would you go for the provider with the lowest price? Of course, a polyclinical intervention saves you the cost of staying the night! And then you probably wouldn’t mind if your surgeon is an assistant in training, right?

An ERP/CRM implementation can be compared well with open heart surgery. Your favourite new software solution will be the new heart of your organisation. It will acquire a central position in your organization; like a spider in her web. And just like a heart does in a human body, the system will pump crucial matter through the organization: accurate and up-to-date data.

Medical science has already advanced so far that these complex operations can be performed very well. Which, however, does not mean that every surgeon has the necessary skills. During the operation the heart has to keep on beating and the intervention has to succeed at the first attempt. After all, there are no second chances!

Just like open heart operations, software implementations can also be carried out properly nowadays. But this does not mean that every provider of ERP/CRM software is also capable in this respect! During the implementation, the processes within your company have to keep on running.


So the success or failure of a ERP- or CRM-project is closely connected to the manner and care of implementation. The reckless manner in which companies treat this crucial process is remarkable. Many companies still tend to “forget” the importance of quality as soon as discounts are to be gained. They seem to accept any consultant as long as their fees are low enough. And they accept implementation partners that make no demands on the quality and availability of your people. Whether this is smart you ask? As the British say, very to the point: Penny wise, pound foolish.
Who has requirements for the quality of his implementation has to prepare thoroughly. Here’s a few suggested questions. Which implementation partner has the highest success rates? Who has demonstrable experience? With the solution of course, but also within your industry. Which partner is able to clarify what your own tasks and responsibilities are? Like how you can best prepare your organization for this intervention. And which partner is able to master the necessary organisation change management?

You should always ask for the CV’s of the people in the proposed implementation team. But also be prepared to have your own people assessed by your preferred implementation partner for the suitability for their roles. Finally, do not decide before you have spoken face-to-face with the prospective project leader.

Quality in implementation processes does require a serious investment! And you should never forget that the joys of a low price fade into the background as the frustration of bad quality persists.