To achieve ERP project success, you essentially need only three ingredients:

• a good ERP system
• a good implementation partner
• and a well-prepared client

This year, I've been active in the international ERP arena for exactly 40 years. Based on this extensive experience, I'm confident in stating that “oftentimes, the customer is the weakest link in this chain.”

I know that many of you find this difficult to accept. ☹

But I believe it’s only logical, because:

• Most ERP solutions have (tens of) thousands of customers that use that system every day. Errors and vulnerabilities are quickly corrected
• Implementation is the core business of implementation partners. They do this work every day, train their staff regularly and receive constant feedback on their performance
• Customers are specialists in retail, pet food or hair dressing. They implement new systems only every 8 to 10 years. Most of them are juniors in implementations and without help they will make every conceivable beginner's mistake

The future customer must therefore be better prepared for the upcoming ERP project. That’s why I started delivering the so called ERP Masterclasses back in 2005.

Unfortunately, most IT companies believe that proper preparation is the client's own task and responsibility. But the many total and partial failures of the last 50 years simply demonstrate that this premise is wrong.

Implementation partners always check the creditworthiness of their prospective customers before submitting their offer. In my opinion, they must also check the suitability for a successful implementation. Before signing contracts and before starting implementations!

In summary:

• ERP vendors must make customer education part of their formal methodologies
• Implementation partners must educate the management and check whether the customer is mature enough for success
• Customers must choose partners who offer customer education as standard and who always strive for project success

So what is your opinion on who is responsible for customer education?  

#ERPprojects #ERPprojectsuccess #ERPcustomereducation