2013 Customer Insights & Experience Diagnostic Survey Results

Many firms believe they are customer-centric and focused on improving their customer experience, but what measurements do they have in place to be sure? Industry benchmarks and best practices vary, and the customer landscape is constantly shifting, so success in this area can feel like a moving target. While some of organizations are realizing results from their customer experience efforts...

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How to Avoid Groundhog Day Syndrome in Software Demonstrations

As your organization’s project manager in a software selection, you’ve been working hard for the last month or two gathering requirements, reviewing RFPs, and managing the team’s expectations. The time for the software demonstrations has arrived at last and you walk into the presentation room and think you finally have an opportunity to sit back with a donut, cup of coffee, and watch the...

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Best Practices Negotiating Enterprise Software

The last phase of the software selection process, negotiations, is often the most overlooked, especially from the perspective of the IT organization.  But once you have analyzed a vendor’s initial total cost of ownership (TCO) and evaluated the options via a balanced scorecard framework, you need to have a plan for software negotiations; it cannot be an afterthought of your selection...

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Leverage a Balanced Scorecard Framework for Software Evaluation

There are a number of ways to approach software selection projects, some of which are more six sigma focused such as the quality function deployment (QFD) framework and some are not as academic in nature (i.e., selection based on a brand name).  Either way, the goal of a software evaluation is to establish criteria for which individual requirements will be evaluated against to satisfy our...

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Clearwire’s Deal Value

Aside from all the economic considerations between Sprint Nextel Corp’s and DISH Network’s offer to acquire Clearwire, there is real value that Clearwire brings to the deal.  Understanding how a new partner will support this can be as important, if not more important, than the immediate financial benefits and will allow Clearwire to build on its brand and customer loyalty.…

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Ditch the RFP in the Software Selection Process

The Request for Proposal (RFP) is a sacred cow of software selections, but West Monroe now believes they create a lot of work for all parties and provide limited value to the final outcome.   We  recommend removing the RFP from your selection process and instead focus on the below alternatives, which you will find improves the functional evaluation of the software, accuracy of...

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Understanding the trade-offs of various software selection project approaches

Depending on my client’s priorities and appetite as it relates to timeline, budget and risk in the selection process, I recommend one of the following five approaches to software selection for the most important business applications (e.g., ERP, claims platform, loan origination): Standard software selection (10 to 12 weeks) – The most comprehensive and recommended option, with the longest...

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Are your core applications functionally scalable?

Understanding and being confident in the scalability of the core applications (e.g., ERP, CRM) that support your business is fundamental to your technology strategy.  At the most macro level, scalability can be broken down into technical scalability (the ability for an application’s architecture to handle increased load without degrading performance) and functional scalability (the...

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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