Utilizing Customer Leadership as a Force Multiplier for Implementation Success
Introduction
Successful product implementation and adoption starts from the top. When your enterprise product solution is implemented, it often requires customer teams to change their current processes, workflows, and mindset. This can be a major change, requiring significant effort and time from both the vendor and customer teams. A stabilization period is often needed before the full benefits of the solution can be realized. As a vendor, it is your responsibility to articulate the importance of, and help influence the selection of an executive sponsor to ensure the success of your product deployment.
Having a clear leadership voice setting expectations for the implementation teams right from the start is critical. Without this, competing priorities may take precedence, jeopardizing the success of the implementation. Executive sponsors ensure that customer teams allocate the proper effort and attention to the implementation process, helping to mitigate execution risks.
What is an executive sponsor?
An executive sponsor is a senior-level leader who provides guidance, support, and resources to ensure the success of an enterprise technology implementation. They have the following key responsibilities:
Championing the project: The executive sponsor is responsible for getting the project off the ground by securing funding and other necessary resources. They also champion the project within the organization and ensure buy-in from other stakeholders.
Setting clear goals and objectives: Working with the project team, the executive sponsor helps define the project's goals and objectives. These goals should be aligned with the organization's overall strategy and should be measurable and achievable.
Providing guidance and support to the project team: Throughout the implementation process, the executive sponsor offers guidance and support to the project team. They may help resolve conflicts, make decisions, and overcome challenges that arise.
Overcoming resistance to change: Any major change is likely to face resistance from employees. The executive sponsor plays a vital role in overcoming this resistance and ensuring the success of the project.
Communicating with stakeholders: The executive sponsor is responsible for communicating with stakeholders throughout the project lifecycle. They keep stakeholders informed of the project's progress and address any concerns that may arise.
What are some characteristics of an effective executive sponsor?
An effective executive sponsor plays a critical role in the success of an enterprise technology implementation. They typically exhibit the following characteristics:
Visible and engaged: The executive sponsor is visible and engaged throughout the project lifecycle. They attend project meetings, provide input, and resolve any issues that may arise.
Great communicator: An effective executive sponsor can effectively communicate the project's goals, objectives, challenges, and risks to stakeholders.
Serve as the decision-maker: The project team looks to the executive sponsor as the key decision-maker when the team reaches a blocked state. They are skilled at weighing the pros and cons of different options and making the best decision for the project.
Supportive: An effective executive sponsor is supportive of the project team and ultimately wants success for the project. They provide the team with the necessary resources, guidance, and support to ensure their success.
In conclusion, ensuring the success of your product implementation requires assigning a customer leader as an executive sponsor who champions your product deployment process. By doing so, you enable product delivery success and create a standard method of objection handling, minimizing disruption to the project, especially for more complex implementations.
