Hidden Software Implementation Issues
If you are a client and own a critical relationship with an IT supplier, have you ever been blindsided and found your colleagues were deeply unhappy with the performance of that provider during a software implementation project?
If you work at an IT provider, have you ever been blindsided after a implementation project and lost the client, where you had no idea that the relationship was in peril?
Business relationships in the IT sphere are complex, with unseen issues lurking beneath the surface, threatening to escalate and jeopardize the partnership. Uncovering hidden issues is one of the key outcomes that business relationship managers (at both clients and IT suppliers) utilize a supplier survey process for.
The Need for Open Communication and Feedback
Why is this necessary? During a software implementation, in the day-to-day working relationship between the client and IT provider, people can be hesitant to let the other party know that performance is sub-optimal. After all, they have to continue to work with their counterparts and feel that bringing up negative feedback could cause a frictional and unpleasant working environment. And unfortunately, hints and subtle feedback may be overlooked by the tech supplier.
The Role of Surveys in Uncovering Hidden Issues
A formal process that uses a survey to ask for feedback during (and after) a software implementation project can often help uncover these issues. Providing ratings and comments gives participants a channel to communicate in a less threatening way around what is not going well and needs adjustment.
To get appropriate feedback, you must ensure that respondents trust that their feedback will be appropriately handled, without recrimination, and meaningful action plans will be put in place to fix the issues they raise. Therefore, implementing surveys as part of your ongoing IT supplier relationship management strategy is crucial.
Building Trust Through Action
Trust plays a vital role in any relationship, and business ones are no different. When participants provide their feedback, they need assurance that it will be used constructively. It means actions are taken based on the feedback provided, issues raised are addressed, and improvements are made. This proactive approach helps build trust and promotes open communication.
Conclusion: Reducing the Risk of Blind Spots
With a solid client satisfaction or IT supplier performance management process in place, you should be able to reduce those nasty blind spots we all dread! Utilizing these tools and strategies during a software implementation process can help maintain robust, transparent, and healthy relationships between IT suppliers and clients. After all, in business, it’s better to be proactive than reactive.
Click here for an article on using 360 degree SRM evaluations to minimize blind spots.
Interested in running a survey for your software implementation? Click here to find out more.