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11 Sep 2008
On-demand business software provider NetSuite has launched a suite of professional services, training and support packages designed to help mid-market firms implement on-demand CRM, ERP and e-commerce purchases faster and cheaper.
SuiteSuccess features two varieties of consulting services. Shared Consulting requires the equal input of consultant team and customer to create a customised project.
Guided Consulting will enable NetSuite consultants and customers to share business process templates, but puts more power in the customer's hands.
NetSuite also announced new training support. "We want to deliver customer training to fit your business," said NetSuite vice president of product marketing Mini Peiris.
"This could be online, on-demand training or in-person training to administrators, as well as end-user training."
SuiteSupport, meanwhile, offers a new range of support options. NetSuite has invested heavily to ensure that customers are routed to the appropriate application, solution and vertical industry expert, according to Peiris.
The firm also released a new methodology called NetSuite One designed to guide firms through the implementation of on-demand ERP products.
Mike Davis, of analyst firm Ovum, suggested that NetSuite is aiming to undercut the large systems integrator companies with its new suite of services.
"Anything that means firms are not paying the extortionate charges of the Big Six is a good thing, and those sorts of charges may have put off mid-market adoption," he argued.
"But it's a sad indictment of [business software] that we need so many services and training. Who taught you how to use Google and Skype?"
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Do you agree?
Who taught you how to use Google and Skype?
I hear this from end-users who just don't "get it". They want the software to be "simple". With power comes unavoidable complexity. How can one compar a full-blown ERP suite to a simple service such as Skype? There will never, ever be an ERP system so simple that it could be deployed in a day or so - to suggest that this is possible would require that all the businesses using it would have to operate exactly the same-way. Every business is different - even in the same vertical (different corp structure, type of corp, number of users, what areas within the vertical are handled in-house vs. out-sourced), etc.). As long as an ERP system is flexible and highly configurable, there are thousands of permutations in use cases and settings that may apply to each company. For ERP software, you business process planning, before the software is even rolled out, is essential and that's expertise most companies just don't have in-house. From there, well-designed software should have setup wizards and guides (NetSuite does) to aid the implementor, but even then, you need someone with vast experience if you want to nail it right the first time. Google and Skyp - ERP is not. This is a reality that will never be eliminated. The primary reason most ERP implementations fail is the lack of proper planning and process mapping - not due to the software itself. However, people love to blame the software and it just isn't the case. This is why so many people love NetSuite, and at the same time, so many people don't like it (lack of proper imp efforts really).
Posted by: J.S. 12 Sep 2008