Written by: Todd Kimpton
In the intricate dance of software deployment, the notion of "customer success" frequently finds itself at the center of the conversation. Yet, the interpretation of what constitutes success can differ vastly between vendors and clients. This divergence is vividly illustrated in the context of NetSuite, where the vendor's perspective is primarily tactical, focusing on technical proficiency and software utility.
Vendor Perspective: Mastery of Software as the Benchmark
From the vantage point of vendors like NetSuite, customer success is predominantly about empowering users to harness the full potential of the software. This is evidenced by initiatives such as webinars that aim to enhance the tactical skills of NetSuite administrators.
These sessions typically cover:
Setting Workflow Permissions and User Role Access: This task is critical for protecting sensitive data and supporting business needs. Vendors see success as administrators mastering these tasks efficiently.
Customizing Saved Searches and Reports: Vendors believe that improved business visibility through tailored reports is a direct indicator of software success.
Troubleshooting Common Formula and Field Errors: Quick resolution of these issues is seen as a testament to effective software use.
These initiatives underscore a vendor's focus on ensuring users are adept at navigating and utilizing the software's features. However, this perspective can be somewhat narrow, as it often prioritizes software mastery over broader business objectives.
The Limitations of a Software-Centric Approach
While the vendor's focus on tactical skills development is invaluable, it can inadvertently overlook the multifaceted nature of true customer success. This approach presupposes that proficiency in software equates to overall success, an assumption that may not align with the broader goals of the client.
Client Perspective: A Holistic Measure of Success
In contrast, clients view customer success through a more holistic lens. For them, success is not solely about the software but about achieving comprehensive performance improvements across people, processes, and technology. Clients are interested in:
Total ROI: Beyond just using the software effectively, clients want to see a tangible return on their investment.
Integration with Business Objectives: Clients seek to ensure that the software supports wider business strategies and objectives.
Efficient Resource Utilization: Success is also about optimizing costs associated with technology, personnel, and processes.
Bridging the Gap: A Call for Unified Success Strategies
To truly maximize the value derived from software investments, it's essential to have a plan that includes a Vision/Mission/Purpose of the software within the business along with the stakeholders, the objectives, the metrics and of course the quality standards to be applied--and this is the clients responsibility.
Call to Action for Operational Leaders
Operational leaders are in a unique position to align these perspectives by fostering collaboration between internal teams and vendors. Encouraging ongoing dialogue, training, and feedback can ensure that software deployments deliver not just technical proficiency but also strategic business value.
In conclusion, while vendors like NetSuite provide essential tools and training for mastering their software, true customer success for clients encompasses a wider array of business goals and metrics. By recognizing and integrating these perspectives, businesses can ensure their software investments are not just used, but are instrumental in driving strategic success.
Etter+Ramli As Your Extended NetSuite Team
Etter+Ramli is an Independent Managed Success Provider for NetSuite clients. We are NOT partnered with Oracle NetSuite and do not take commissions. We bring our knowledge, expertise, and passion for success to our clients. We help clients Buy, Deploy, Grow, and Abandon NetSuite. We engage as a client-side managed service to ensure our priorities align with our clients.
To explore the benefits of retaining Etter+Ramli as your Managed Success Provider, contact Todd Kimpton or visit the website for a free consultation today.
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