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Why do businesses look to replace existing systems that already run their key processes?

February 2006

Well, there are many reasons, but the most likely is that the business has progressed over time and though the process remains important, their systems are no longer efficient.

Businesses tend to look for a software package already designed to meet the requirement e.g. a CRM system, with the view that this will be the simplest approach, however often the business would be better served by;

1.  Understanding why the process is inefficient

2.  Understanding and documenting what the business is trying to achieve

3.  Approving these objectives with all key stakeholders

4.  Only then, passing them to recommended suppliers and only accepting a solution which fits their business.

Successful organisations rely on business processes which differentiate them from the competition, so in the end it is likely that the ‘right’ solution will be a combination of implementing your previously proven methods into a bespoke solution and not a complete off-the-shelf package.

Remember, Randy Heffner, vice president and research leader at Giga Information Group, states “the best you can do with a package implementation is to achieve parity with your rivals”.