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Showing content with the highest reputation on 04/09/2019 in all areas

  1. 1 point
    I think previously the target was on sales not customer satisfaction. If the seller got more business from demo or training, then that was a bonus. The training would have been a generic system outline as the seller's understanding of the client business and associated processes may have been lacking in depth. It's a bit like going into the computer store to buy a new PC or laptop and the (young) beardie, nerdy guy asks for details on what you're going to use it for. At this point you don't know the exact details of use (no defined business process); machine and system functionality / capability (no one told you exactly what it can do. Its an ERP / EAM / CMMS system and you're not going to tell him you don't really know what that means. You're buying it so you must have a clue??). So puppy eyes engaged and you look at him for a solution. So you get the machine, a quick start guide and a massive licence fee. Then the head scrathcing starts and you ask around the departments expecting someone to know what it's going to be used for. After many frustrating conversations it's back to the drawing board to redesign processes and align the system with them. Shame it didn't happen in a different order. I've filled that void on a few occasions and provided a translation between business and system, delivering significant value. I think some of the smaller companies are recognising the value of that service but not all.
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