When considering a new ERP solution, as with entering into any long-term relationship, it takes an investment of your time upfront to build a solid foundation that will take you well into the future. You wouldn't rush to the altar with somebody you just met, so look before you leap when that new business solution promises you the world. The ERP selection process can be likened to a marriage, keep reading as I illustrate the parallels and give you a few key takeways.
I recently had the opportunity to be a part of NADITA, the annual conference for the North American Dealer IT Association held in Las Vegas in mid-April. NADITA is an opportunity for IT professionals from the CAT Dealer community to come together, along with several ERP vendors (by invite only), to discuss how technology impacts their dealerships. Working with equipment-centric organizations like these CAT dealers is an exciting industry, but I have to admit that part of my enthusiasm to head south may have been influenced by the seemingly never-ending winter we are experiencing in the Midwest at Lawson headquarters. As I began to reflect on the conference and compile the main takeaways from NADITA, a theme seemed to emerge. When an organization embarks down the path of evaluating a new ERP system, the process can mirror that of searching for a mate.
In today's society, your relationship with your ERP vendor may even outlast some marriages. Most organizations select an ERP system and often stay committed for 10, 15 or even 20 years. At NADITA, each vendor had to engage one of their CAT customers to present on their behalf. As I recalled the various presentations, presumably collaboration between two participants that have entered into a long-term relationship, each one brought to light the stages we encounter in such a journey.
Courtship: don't believe everything you read and hear
Courtship can be a period of discovery, revealing your best attributes bit by bit, and getting to know one another better along the way. Because NADITA is a conference, and not a typical tradeshow, most of the vendors and dealers have already met or had some exposure to one another (it's not a blind date, entirely). However, through presentations, discussions and dinners we certainly all got to know each other a little better at NADITA. As with dating, rumors can become a factor during the courtship phase – an element not to be overlooked at an event such as this, either. There will always be noise in the marketplace as you 'court' a new ERP vendor, don't believe everything you read or hear. As with any relationship, when addressed head-on, most likely your vendor will be happy to distinguish the noise from the cold hard facts.
Commitment: invest time upfront
You've come out of the courtship phase feeling euphoric, knowing you've found the one for you. However, this isn't a decision to be taken lightly. The relationship you're about to enter into needs to stand the test of time. You're each making a significant investment of time, research and emotion – so make sure you've done your due diligence during the courtship. Don't 'take the plunge' with somebody you haven't gotten to know – making sure your expectations and long-term goals align will be the key to a successful long-term relationship.
The Honeymoon: excitement makes everything perfect
You've found 'the one' for you and you want everybody to know about it. In this phase, you're likely excited by the prospect of a future together that promises a better life for you both. But hold on…
The Adjustment Period: bumps in the road
Did you know your perfect mate snored (or can't produce THAT report out-of-the-box)? As the honeymoon ends, there are certain to be bumps in the road. If you've taken the courtship seriously, you'll have built a relationship that can withstand the bumps in the road.
During NADITA, I did see examples of each of these steps to build a long-term relationship. We saw vendors revealing only their best parts, glossing over perhaps the more questionable logistics of their solution. We also saw customers and vendors excited to talk about their commitment to one another and sharing their honeymoon phase, without having yet entered into the adjustment period and proving that together they can manage and overcome the bumps that lie ahead.
I must say, our customer Finning gave a solid presentation about the change management process they've employed as they move towards a go-live date in a few month's time. We didn't get up and present a shiny, glossed over version of the Lawson for ESM&R solution, and our customer didn't talk about us like a gushing newlywed. We're both coming out of the adjustment period knowing we've built a solid, long-term relationship after navigating the twists and turns in the road.
In Summary, three key takeaways from NADITA:
1. Take the time to build a solid relationship with your ERP Vendor. This isn't going to be a short-term transaction, so bank on somebody you can trust and believe in. Have they invested the time and resources into being a long-term solution that aligns with your industry and strategic goals?
2. Quiet the noise. There will always be noise in the marketplace, with every industry and every vendor. Go straight to the source and get real answers before you believe what you read and hear.
3. Don't get swept up in the excitement. It's easy to get excited by announcements and hype. Take the time to understand if a vendor can back-up the hype with proven results.
You will never entirely eliminate all the bumps in the road (with a marriage or an ERP implementation!), so at least find a partner that helps make them a little easier to tolerate.
Alas, our never-ending winter in the Midwest continues, and I never did get to see the light of day in Las Vegas while I had the chance, there's always next year.
Tena Lyons is the North American Marketing Specialist for the Lawson for ESM&R Solution. With longstanding involvement in B2B marketing and sales within the technology industry, she strives to bring creativity and enthusiasm to every project. For news and updates related to ERP software, Lawson, the heavy equipment industry and marketing trends follow her on Twitter (@tenalyons).
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