Empathy in Acquisitions: How a Small Dose Can Accelerate and Reduce Integration Costs

The inevitable integrations following acquisitions are often complex, frustrating, and sometimes contentious affairs. Those with experience in acquisitions know this all too well. Similarly, the experience is challenging for those being acquired. It is often filled with confusion, fear, and even resentment.

In IT, environments, ecosystems, and platforms are typically well-guarded, akin to defending against an invasion. To ease these defenses, astute integrators employ a simple yet effective tool: empathy. Empathy, often viewed as a soft, emotional concept, can significantly impact the acquisition process. It transforms an integrator into a trusted ally, accelerating the integration and reducing costs by dismantling territorial barriers.

Empathy enables integrators, acquisition engineers, and designers to view the process from the perspective of the acquired company, offering substantial financial and efficiency benefits. But how does this work?

Empathy in acquisition integration is both a mindset and a methodology. It involves a deliberate approach that respects the acquired business’s existing structure and culture. Listening to and understanding the concerns of those being acquired is crucial. Part of this empathetic approach is recognizing that not everything will seamlessly integrate in today’s complex business landscape, which includes diverse cloud environments and various SaaS tools.

Simple, empathetic actions, such as expressing understanding, can significantly ease the fears of those worried about their future. Empathy also facilitates practical discussions about the logic of existing systems and integration roadmaps.

No one likes being taken over, and those new to the acquisition process experience a range of emotions. Empathy addresses these emotions, offering a sympathetic ear and providing hope, which can unlock doors that are usually closed during such transitions.

The real value of empathy lies in its application. A greater investment in empathy typically yields a higher return, accelerating timelines and reducing financial costs. It positions integrators as confidants, partners, and equalizers who champion both the acquiring and the acquired companies. This dual perspective enhances problem-solving capabilities, as integrators can understand and address issues from both sides.

While no one claims that integrating acquisitions is easy, an empathetic approach can simplify and expedite the process. It may even result in new professional relationships. If empathy is not yet part of your acquisition toolkit, now may be an excellent time to incorporate it.