Customer success, particularly in the life sciences, depends on developing a collaborative partnership between technology solutions providers and their customers. Many times, this partnership experiences challenges, especially when the responsibilities of both parties are not clearly communicated and understood. This article is focused on the areas the customer can focus on to increase the probability of success for the overall partnership and specific engagements.
作为客户，专注于以下责任领域的进展将增强您与技术解决方案提供商的合作伙伴关系的成功：
- 购买周期 - 客户和技术合作伙伴业务与采购团队之间的初步参与
- 实施周期 - 客户和技术合作伙伴业务与运营管理团队之间的参与，以部署产品和服务
- 正在进行的运营和维护 - 客户和技术合作伙伴运营团队在部署到最终用户人群的产品和服务方面的参与度，以通过正常业务流程变化不断提高效率和生产率
以下是可能在不同阶段参与的关键客户角色：
- 执行赞助商provides leadership and strategic direction to the business for the success of the project. The more active and engaged this role is in the project, the more successful the partnership will be.
- 业务流程所有者从头到尾管理流程，并负责确保正确的业务需求与项目保持一致。他们需要了解项目健康状况的每个步骤中所需的内容。必威手机APP
- 系统所有者负责最大化产品的价值，并确保产品的功能和功能得到充分优化和利用。这需要很好地了解产品的能力，以最大程度地提高其价值。
- 系统管理员能够管理，理解和配置产品及其组件，并负责在产品的整个生命周期中指导所有最终用户。他们需要对产品及其功能有深入的了解。
- 功能区经理understands the needs of end-users in their specific areas and have the decision-making authority to resolve conflicts and prioritize requirements for their areas. They need to have knowledge of the product and its features as it applies to their functional teams.
- 最终用户需要了解对其流程更具体的步骤，因此他们的培训更针对特定功能，使他们取得成功。
Buying Cycle
购买周期是客户旅程开始的地步。当您的组织考虑购买时，这是一项在许多情况下可能很重要的投资。要考虑投资，您将需要在定义的时间段内证明其对组织的价值。如果您的组织已经建立了您正在寻求合作伙伴关系类型的采购程序，那么您将遵循该过程以结论。
如果这是一个新领域，那么您可以与潜在的技术合作伙伴合作，以确保您对投资结果有统一的愿景。您的技术合作伙伴应该知道该项目的成功完成将如何帮助您的组织实现其整体使命和策略，并应该能够提供任何突出将实现目标的信息。
In addition to alignment on investment outcomes and project objectives, your potential technology partner and you should be aware of the procurement process within your organization and how that maps to the partner’s sales and onboarding processes. This alignment facilitates planning for the appropriate resources and information to be available for milestones to be completed in a timely manner.
购买周期应包括与受项目影响的利益相关者的跨职能团队。让利益相关者参与了解业务并了解与技术相关的机会，局限性和风险。这些资源将为您的需求和范围提供宝贵的见解。
在此阶段的关键客户角色：
- 执行赞助商
- The Business Process Owner
- 系统所有者
Implementation Cycle
在实施周期中，适当的团队共同部署产品和服务，以便组织可以开始实现其投资价值。为了使自己取得成功，客户应承担6个关键责任。
Responsibility #1: Educate your technology partner about your business.
技术合作伙伴依靠您对您的业务概念和术语进行教育。除了行业知识和领域专业知识之外，目的是帮助他们了解您的问题和目标。不要指望您的技术合作伙伴会拥有您和您的同龄人认为理所当然的特定业务知识。
责任2：投入时间来提供和澄清要求。
You have a responsibility to invest time in workshops, interviews, and other requirements gathering activities. Sometimes the technology partner may believe that they understand a point you made, only to realize later that further clarification is needed. Be patient with this iterative approach to developing and refining the requirements, as it is the nature of complex human communication and essential to success.
Responsibility #3: Establish priorities and categorize requirements.
The technology partner will ask you to make many choices and decisions. These decisions include making trade-offs and resolving conflicts between requirements, to determine the features that are “must have,” “deferred,” or “nice to have.” It is important to have the appropriate resources who are authorized to make such business decisions available to ensure success.
责任4：相信您的技术合作伙伴对成本和可行性的评估。
Your technology partner is in the best position to estimate the technical feasibility and costs for specific features and functionality. Part of your due diligence efforts may include understanding the basis of the estimates, however, your engagement with your technology partner was based on their expertise in an area so trusting their guidance would be in alignment with your own selection criteria and decision. Additionally, you may be flexible in your approach and work with your technology partner to write your requirements in a manner that makes meeting your objectives more achievable. It would be beneficial to adopt the standard technology process before requesting making major changes. Many times, these processes are built on best practices and can add value to your business despite the difficulties involved in embracing change and moving away from current processes.
责任5：审查要求文件和原型。
参与正式和非正式审查对于确定要求是否完整，正确和必要是非常有价值的。为了更好地了解您的需求并探索满足它们的最佳方法，您的技术合作伙伴通常会建立原型以获得反馈。
责任＃6：及时交流变更，并遵循定义的变更过程。
预计会发生变化，但是在实施周期中引入了更改，其影响越大。如果在实施良好后认为有必要新功能，则更改可能会导致重大返工，影响时间表和成本。所有参与者必须遵循定义的变更控制过程，以最大程度地减少每个变更的影响。这确保了请求的更改不会丢失，评估每个要求的更改的影响，并以一致的方式评估所有提出的更改。结果，您可以做出良好的业务决策，以将某些更改纳入实施中。
在此阶段的关键客户角色：
- 执行赞助商
- The Business Process Owner
- 系统所有者
- The System Administrator
- 功能区经理
Ongoing Operations and Maintenance
During the Ongoing Operations and Maintenance phase, you have incorporated the technology partner’s products and services into daily operations. You perform routine administration and maintenance activities related to business processes and end-user requests.
实施周期后立即收到的许多请求将归因于业务流程或技术变化。作为客户，您围绕产品的培训在您在这种伙伴关系方面的成功中起着非常重要的作用。确保您负责管理流程和相关系统的资源具有适当的知识水平，以最大程度地提高投资对您的成功至关重要。
此外，您将与技术合作伙伴协调任何问题或高级请求。这些正在进行的活动将继续进行，直到企业或技术变更启动另一个销售和实施周期为止。
在此阶段的关键客户角色：
- 执行赞助商
- The Business Process Owner
- 系统所有者
- The System Administrator
- 最终用户
充分利用您的关系 - 找到最大的成功
您在客户成功中的作用与您选择成为合作伙伴的技术解决方案提供商一样至关重要。
在阶段表明的关键客户角色中参与其中将增加实现预期结果的可能性：
购买周期 - 客户和技术合作伙伴业务与采购团队之间的初步参与
实施周期 - 客户和技术合作伙伴业务与运营管理团队之间的参与，以部署产品和服务
正在进行的运营和维护 - 客户和技术合作伙伴运营团队在部署到最终用户人群的产品和服务方面的参与度，以通过正常业务流程变化不断提高效率和生产率
协作关系是推动成功的引擎。