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What do you do if your ERP customers' demands are constantly changing?

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Navigating the ever-evolving landscape of customer demands can be challenging, particularly when it comes to Enterprise Resource Planning (ERP) systems. These complex software platforms are designed to manage and integrate a company's core business processes, and when customers' needs change, it can create a ripple effect throughout the system. To maintain a competitive edge and customer satisfaction, it's crucial to have strategies in place for adapting your ERP solutions to meet these dynamic requirements.

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Tamal Datta

Managing Director Asia Pacific and Japan @ Skybuffer | MBA, SAP
Antonio Silva

Director de Crecimiento en Deloitte

1 Flexibility Key

In the face of changing customer demands, building flexibility into your ERP system is essential. This means choosing an ERP that can accommodate customizations and integrations without disrupting core functionalities. You should prioritize modular designs that allow for the addition or modification of features and processes as needed. Furthermore, maintaining a robust testing environment ensures that any changes can be vetted for stability before going live, thus minimizing the risk of operational disruptions.

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Antonio Silva

Director de Crecimiento en Deloitte
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Buscar la flexibilidad es acorde a los ambientes VUCA, donde la incertidumbre o las demandas del negocio son constantes, un ejemplo pueder ser emprsas contratistas que aumentan dinamicamente su configuracion dependiendo del tipo de cliente o productos o servicio a entregar. La flexibilidad puede estar presente en nuestro modelo de atencion o gestion de proyectos, en el armado de equipo de trabajo, en los requerimientos del cliente y trabajar constantemente con las expectativas del cliente es primordial para asegurar que el proyecto cierre en una fase I, y el resto de cambios se puedan idealmente integrar a una 2a fase. Sin embargo ayuda el ser receptivo y negociar con el cliente cierta flexibilidad o intercambiar elementos del proyecto.

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2 Communication Plan

Effective communication with your customers is vital to understanding and managing their changing demands. Establish clear channels for feedback and concerns, and ensure that you have a dedicated team to analyze and prioritize these inputs. Regularly scheduled reviews with customers can help anticipate changes and plan for updates in advance. Transparency about the capabilities and limitations of the ERP system will help set realistic expectations and foster a collaborative relationship.

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3 Training Resources

As customer demands evolve, so too must the skill sets of those using the ERP system. Provide comprehensive training resources to ensure users are up-to-date with the latest features and best practices. This can include online tutorials, webinars, or in-person workshops. An informed user base is more likely to effectively utilize the ERP system to its full potential, which in turn can lead to improved performance and satisfaction.

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4 Agile Approach

Adopting an agile approach to ERP management can help accommodate changing customer demands. This means being ready to iterate on solutions and implement changes incrementally. By breaking down updates into smaller, manageable pieces, you can quickly respond to customer needs without overwhelming the system or users. Regularly revisiting and revising your strategies will keep your ERP services aligned with customer expectations.

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Antonio Silva

Director de Crecimiento en Deloitte
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La adopción autentica de la filosofia agile, nos lleva a entregar peque?os incrementos de valor perceptibles por el cliente idealmente cada semana, he sido testigo de muchos proyectos donde hablan de agilidad, sin emargo tienen poca interaccion con el usuario y entregan sprints muy largos sin haber interactuado con el usuario de forma constante. Merma mucho los beneficios de la filosofia Agile dado que internamente siguen actuando de forma aislada y realizando consideraciones de dise?o sin involucrar permanentemente al usuario final o los grupos de interes adecuados.

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5 Continuous Improvement

Continuous improvement should be a core philosophy when managing an ERP system. This involves not only updating the software but also refining internal processes to better serve your customers. Collecting data on usage patterns and customer feedback can guide your decision-making process. Implementing a cycle of planning, execution, evaluation, and refinement will help ensure that your ERP services remain relevant and valuable.

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Antonio Silva

Director de Crecimiento en Deloitte
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Si bien el primer esfuerzo para una implementacion exitosa de un ERP es buscar un sistema basico que facilite la adopción y deje fuera la complejidad no necesaria y se enfoquen en traer la funcionalidad minima necesaria el una primer momento. La mejora continua inicia desde el proyecto de implementación, aun cuando muchas de las mejoras deban quedar fuera en un inicio en caso de impactar negativamente el tiempo, recuersos o presupuesto. Una mentalidad de mejora continua es importante adoptarla al nivel cultura de la empresa, y no solo en un grupo acotado como las areas de TI, Procesos o similares. La cultura de mejora continua garantiza que un ambiente positivo que busca traer benficio a toda la organización y colaboradores.

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6 Proactive Support

Lastly, proactive support is crucial for staying ahead of changing customer demands. This means not only addressing issues as they arise but also anticipating potential challenges and working to prevent them. By monitoring system performance and user behavior, you can identify trends that may indicate upcoming needs. Offering proactive advice and solutions to customers can build trust and demonstrate your commitment to their success.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Tamal Datta

Managing Director Asia Pacific and Japan @ Skybuffer | MBA, SAP
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Dealing with constantly changing demands from ERP (Enterprise Resource Planning) customers can be challenging but manageable. Here are some strategies to consider: Regular Communication: Maintain open lines of communication with your customers. Regularly seek feedback to understand their evolving needs and preferences. This will help you stay ahead of changes and adapt your ERP system accordingly. Agile Development: Adopt an agile development approach to software development. Agile methodologies allow for flexibility and quick responses to changing requirements. Break down the development process into smaller, manageable increments or sprints, enabling you to incorporate changes more efficiently.

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What do you do if your ERP customers' demands are constantly changing?

1

2

3

4

5

6

7

1 Flexibility Key

2 Communication Plan

3 Training Resources

4 Agile Approach

5 Continuous Improvement

6 Proactive Support

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

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What do you do if your ERP customers' demands are constantly changing?

1

2

3

4

5

6

7

1 Flexibility Key

2 Communication Plan

3 Training Resources

4 Agile Approach

5 Continuous Improvement

6 Proactive Support

7 Here’s what else to consider

Enterprise Resource Planning (ERP)

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感谢您的反馈

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