One of the hottest topics this year has been maintenance and support. With many vendors contemplating another price hike, customers increasingly ask where's all that money going. The dirty secret - many vendors typically take up to 85% of the fees as profit, leaving a paltry 15% for reinvestment in support, maintenance, and upgrades. What's worse, some vendors have not only under invested in the core technology, but they have also failed to deliver basic enhancement requests that a majority of customers have asked for. Below's a top 10 wish list that customers are asking for from their vendors (in classic Letterman style):
10. Web based self service driven user support communities
9. Knowledgeable and culturally appropriate support professionals
8. Fixed pricing with no CPI or other inflationary price increases
7. Transparency into functionality and enhancement and prioritization
6. Time and materials billing for products outside of vendor stated support policies
5. 24/7 follow the sun support
4. Service level agreements for response times and quality of resolution
3. Transparency in how much of the maintenance and support dollar is reinvested versus how much is going to profit
2. Choice in support options and packages (i.e. tiered maintenance options)
1. Option for third party maintenance
Bottom line
Some major ERP vendors, especially those in the more competitive midmarket, have seen the light and are beginning to take steps towards delivering on the above wish list. It goes to prove that competition keeps everyone honest. However, those customers who are "locked in" to a vendor, need to organize and band together to create the right leverage with vendors who are hell bent on milking their customers for all their worth in the maintenance dollars. Start the movement with your user groups or other industry trade groups. If you fail to organize, well, you'll know it when you find yourself locked in.
Your turn.
Are you finding that your long term costs to keep the lights on continue to grow? Would you rather spend 80% of your budget on innovation and new projects instead of commoditized back office processes? Would you like to organize with other customers to affect change. Look forward to hearing from you! Feel free to post your comments here or send me a private email at rwang0@gmail.com.
(The personal contents in this blog do not reflect the opinions, ideas, thoughts, points of view, and any other potential attribution of my current, past, or future employers.)
Copyrighted 2008 by R Wang. All rights reserved
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138 comments:
Our vendors have us in this CPI + 5% mode for maintenance. At this point in time, we are spending almost 30% a year on maintenance fees. Our user groups aren't doing much to address this. Any advice on how to make an impact?
I would like my vendor to stop jacking up maintenance rates and focus on the enhancements we thought our support dollars were paying for. They need to stop charging for new modules that are "not included". There is a complete violation of trust when this happens.
Our ERP user group (which is not run by the vendor) ran an anonymous survey of support costs that revealed some surprising results.
Annual charges varied, the highest costing 2.5 times as much as the lowest, measured on a cost-per-seat basis. We excluded the cost of supporting modifications implemented by the vendor.
You could add cost transparency to your wish list, I reckon.
The most expensive call resolution cost was a staggering £12,000 (GBP) per call, caused by a large number of seats and a small number of calls about a mature product.
Another interesting thing turned up when users examined their support contracts. Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.
I fully support your advice to users to band together. It only takes one dedicated person to turn up at a user conference with a pack of business cards to start the ball rolling. Ammunition to back you up next time renewal comes around would be very handy in the current financial crisis ;-)
For Siebel, third-party support is still alive.
www.abtechsupport.com/Siebel-Software-Support
We are group of ex Siebel Technical Support Engineers and consultants dedicated to better service at 50% of what Oracle charges.
love to see this discussion! It’s great to see you all working through the issues and also, it’s great to see recommendations for testing. In the end, it’s what your actual users do and prefer that should be your biggest driver in making these decisions.
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Our ERP user group (which is not run by the vendor) ran an anonymous survey of support costs that revealed some surprising results.
Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.
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Most, though not all, users had a perpetual licence to use the software. They pay for support and not for permission to use it. This opens the door to third-party support.
I would like my vendor to stop jacking up maintenance rates and focus on the enhancements we thought our support dollars were paying for. They need to stop charging for new modules that are "not included". text message from computeriphone 3g repair
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We have learned what we need.Dating Singles "We have tried to address that, but we still need more players; more creativity.replica hublot watches "We need wide players with speed and pace. The team is not complete yet.
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I think amber and her friends moved aside when they saw Tree and Sophie were coming because they finally knew how strong ther are. They realize that even though Tree and Sophie is treated badly, and unfairly, they don't revenge. I think amber knew that they were good friends.
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I guess Tree and Sophie know their true pain and with that they understand how expressing it wll make them feel all right about themselves. I guess the tango really does relate to Tree's and Sophie's at the same time.
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Not to be mean but she's a pain in my neck and want her off. But I'm hoping for the best for Tree.
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In February 2012, a team of scientists from the Institute of Cell Biophysics of the Russian Academy of Sciences announced they had successfully regenerated specimens from fruit that had been frozen for 31,800 (±300) years according to radiocarbon dating.acoustic guitar tabsannonce au max
Historically, English originated from the fusion of languages and dialects, now collectively termed Old English, which were brought to the eastern coast of Great Britain by Germanic (Anglo-Saxon) settlers by the 5th century – with the word English being derived from the name of the Angles, and ultimately from their ancestral region of Angeln (in what is now Schleswig-Holstein).[13] A significant number of English words are constructed based on roots from Latin, because Latin in some form was the lingua franca of the Christian Church and of European intellectual life.charm bracelet charmsherbal vaporizer
for lifeTeardrop BannersThis mosaic really made me smile. Helen's work is a constant inspiration for me. Thanks so much for making my G+ Experience so much more beautiful, +helen sotiriadis :) (And look, she has free calendars for you!)
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We started out simple friends
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negleBaltimore Wedding LimoBurnett's first true taste of success came with her appearance on Broadway in the 1959 musical Once Upon a Mattress. The same year, she became a regular player on The Garry Moore Show, a job that lasted until 1962. She won an Emmy[7] that year for her "Outstanding Performance in a Variety or Musical Program or Series" on the show. Burnett portrayed a number of characters, most memorably the put-upon cleaning woman who would later become her signature alter-ego.
Customer Credit Card Reviewtucson realtyFor the year ended 28 February 2010, the Trust's total income was £406 million. The largest sources of income were membership subscriptions (£125.2 million), direct property income (£105.6 million) and legacies (£50.3 million). In addition, the Trust's commercial arm, National Trust Enterprises Ltd, which undertakes profit-making activities such as running gift shops and restaurants at properties, contributed £54.7 million.
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Small business IT SupportThe first directly elected mayor was introduced in Greater London in 2000 as part of the statutory provisions of the Greater London Authority Act 1999. Elsewhere in England and Wales, since the Local Government Act 2000, there have been a range of options for how a local council leadership can be constituted, and installing a directly elected mayor is one of these options. It is possible to introduce or remove the office of mayor in any local council.
jackholidays in mauritiusDespite being only a tropical storm while passing by Puerto Rico, Eloise produced extreme amounts of rainfall on the island, peaking at 33.29 inches (846 mm) in Dos Bocas. Other totals of 10 to 20 inches (250 to 510 mm) were common.
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Smile if you can now
Smile through your tears
Here where your fears are known
Know you're safe at home
I will take care of you
Long as you want me to
Whatever else I do
I will take care of you
Anglo-Saxons and their descendants in parts of what are now England and southern and eastern Scotland between at least the mid-5th century and the mid-12th century. What survives through writing represents primarily the literary register of Anglo-Saxon.cheap red wine
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In the UK, the main historical distinction between a hamlet and a village was that the latter had a church,[2] and so usually was the centre of worship for an ecclesiastical parish. However, some civil parishes may contain more than one village.
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Founded in northern states in 1854 by anti-slavery activists, modernizers, ex-Whigs and ex-Free Soilers, the Republican Party quickly became the principal opposition to the dominant Democratic Party and the briefly popular Know Nothing Party.
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D Deck, the Saloon Deck, was dominated by three large public rooms – the First Class Reception Room, the First Class Dining Saloon and the Second Class Dining Saloon. An open space was provided for Third Class passengers. First, Second and Third Class passengers had cabins on this deck, with berths for firemen located in the bow. It was the highest level reached by the ships' watertight bulkheads (though only by eight of the fifteen bulkheads).
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The plates were laid in a clinkered (overlapping) fashion from the keel to the bilge. Above that point they were laid in the "in and out" fashion, where strake plating was applied in bands (the "in strakes") with the gaps covered by the "out strakes", overlapping on the edges. Steel welding was still in its infancy so the structure had to be held together with over three million iron and steel rivets which by themselves weighed over 1,200 tons. They were fitted using hydraulic machines or were hammered in by hand.
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Through wars against the French, the Portuguese slowly expanded their territory to the southeast, taking Rio de Janeiro in 1567, and to the northwest, taking São Luís in 1615.[35] They sent military expeditions to the Amazon rainforest and conquered British and Dutch strongholds,[36] founding villages and forts from 1669.
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The climate of Brazil comprises a wide range of weather conditions across a large area and varied topography, but most of the country is tropical.[11] According to the Köppen system, Brazil hosts five major climatic subtypes: equatorial, tropical, semiarid, highland tropical, temperate, and subtropical.
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Paid Work AbroadThe plates were laid in a clinkered (overlapping) fashion from the keel to the bilge. Above that point they were laid in the "in and out" fashion, where strake plating was applied in bands (the "in strakes") with the gaps covered by the "out strakes", overlapping on the edges. Steel welding was still in its infancy so the structure had to be held together with over three million iron and steel rivets which by themselves weighed over 1,200 tons.
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slut bookThis mosaic really made me smile. Helen's work is a constant inspiration for me. Thanks so much for making my G+ Experience so much more beautiful, +helen sotiriadis :) (And look, she has free calendars for you!)
Instead, the state-run temples served as houses for the gods, in which physical images which served as their intermediaries were cared for and provided with offerings. This service was believed to be necessary to sustain the gods, so that they could in turn maintain the universe itself.[65] Thus, temples were central to Egyptian society, and vast resources were devoted to their upkeep, including both donations from the monarchy and large estates of their own.
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Despite being only a tropical storm while passing by Puerto Rico, Eloise produced extreme amounts of rainfall on the island, peaking at 33.29 inches (846 mm) in Dos Bocas. Other totals of 10 to 20 inches (250 to 510 mm) were common.
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The first directly elected mayor was introduced in Greater London in 2000 as part of the statutory provisions of the Greater London Authority Act 1999. Elsewhere in England and Wales, since the Local Government Act 2000, there have been a range of options for how a local council leadership can be constituted, and installing a directly elected mayor is one of these options. It is possible to introduce or remove the office of mayor in any local council.
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replicas de relogioserica's entry into World War II, many professional players had left to serve in the armed forces. A large number of minor league teams disbanded as a result and the major league game seemed under threat as well. Chicago Cubs owner Philip K. Wrigley led the formation of a new professional league with women players to help keep the game in the public eye – the All-American Girls Professional Baseball League existed from 1943 to 1954.[40] The inaugural College World Series was held in 1947, and the Babe Ruth League youth program was founded. This program soon be
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compactorseague team had been located west of St. Louis until 1958, when the Brooklyn Dodgers and New York Giants relocated to Los Angeles and San Francisco, respectively.[48] The majors' final all-white bastion, the Boston Red Sox, added a black player in 1959.[43] With the integration of the majors drying up the available pool of players, the last Negro league folded the following year.[49] In 1961, the American League reached the West Coast with the Los Angeles Angels expansion team, and the major league seaso
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urnett's first true taste of success came with her appearance on Broadway in the 1959 musical Once Upon a Mattress. The same year, she became a regular player on The Garry Moore Show, a job that lasted until 1962. She won an Emmy[7] that year for her "Outstanding Performance in a Variety or Musical Program or Series" on the show. Burnett portrayed a number of characters, most memorably the put-upon cleaning woman who would later become her signature alter-ego.
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f these was the 1986 BBC Domesday Project, which included text (entered on BBC Micro computers) and photographs from over 1 million contributors in the UK, and covering the geography, art, and culture of the UK. This was the first interactive multimedia encyclopedia (and was also Augenklinik
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Smile if you can now
Smile through your tears
Here where your fears are known
Know you're safe at home
I'll be waiting for you
Here inside my heart
I'm the one who wants to love you more
You will see I can give you
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