This post by Kareem El-Alaily and Lauren Plotnick was originally published on Public Spend Forum.
Anticipating and addressing the concerns of these three customer segments early in the process will lay the foundation of a successful implementation. Who falls into what category? Why do they feel this way? What kinds of proof will convince them to seize this opportunity?
As the team builds or strengthens relationships with potential customers, it is important to respect their concerns. Top-down directives mandating participation can force customers to listen, but it’s a bottoms-up, collaborative approach that will drive a successful implementation. The goal is to show customers that shared services proponents have thought about these very real problems, taken lessons from previous experiences, have plans in place to implement successfully, and are willing to work collaboratively to ensure success.
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