Removing tech from the discussion

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A recent customer situation which resulted in the renewal of an existing customer’s ERP contract, made me think about why customers come to us. We signed a huge tech deal with a client but we hardly spoke about technology. In short, it got me thinking about how we work with clients. We are a technology company, but people come to us for more than just tech.

Understanding our clients

The first thing that comes to my mind is that we understand our clients. We understand their business and how their supply chain works. To be able to provide the best service, it’s fundamental that we fully grasp their inner workings. From that understanding, we then build close relationships, so that they can be confident that we are there for them; to support them in every step of the journey.

Guide, help and advise our clients every step of the way

As specialist application hosting providers, at C24 we understand that implementing ERP systems correctly is critical within a business. We get that. The ERP system is often the pillar on which most organisations are built; it is fundamental to success and a business cannot run without it. It underpins everything.

When an ERP deployment goes wrong, it affects the business as a whole: supplier payments can’t be made on time or even made at all, invoices go to the wrong people, product manufacturing is affected by delays; and confusion and mistakes become the two main players. In short, all operations of a business can be compromised.

Getting an ERP project wrong can create huge issues for clients’ own customers and suppliers, ultimately leading to customer dissatisfaction. We get it and we know what it takes to make ERP implementations risk free and secure. We know how to make the process of migrating to a new ERP, or having an ERP platform installed for the first time, as painless as possible.

Our expertise in deploying ERP solutions is vast, and because of that we can help businesses to choose the right ERP solution for them. For example, not long ago, we created an ebook about Hybrid ERP (1) and developed a list of 9 things to know about Hybrid ERP, where we explored the ways in which cloud is disrupting the traditional approach to ERP deployment (2). We don’t just deploy ERP, we talk about it, we research it, we study and we write about it. At C24, we partner closely with ERP integrators to deliver the hosting and underpinning infrastructure most suitable to our clients’ existing IT environment and operations. When everything is set up and running, we don’t just disappear from the face of the Earth, we are always available and ready to guide, help and advise whenever needed. We could say we are a ‘partner for life’.

The key to it all

All of this thinking makes me realise once more how important relationships are. If businesses can’t build close relationships with their clients based firstly and foremost on trust, both parties lose. Without trust, and a commitment to truthfully understanding our clients’ needs, we won’t be able to keep that relationship going for very long. Good tech is in fact the bare minimum. Relationships are the key that take that technology to the next level.

Moreover, when you win a contract, it is you against a number of other suppliers. However, when you renew a contract, it is you against the world. You have to prove why you are still the best choice for your customer. Renewal is about the relationship you have built and continue building with your client; it is about understanding them, NOT the tech you provide. It is about strengthening that relationship time after time.

As I said at the beginning of this reminiscence piece, we recently signed a huge tech deal but we hardly spoke about technology. This tells you a lot about who we are and how we like to do business.

 

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