Digital Transformation
ERP Success Requires a Strong Platform, but a Guiding Partner is the Real Differentiator
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What makes an ERP project successful?
Ask ten companies and you’ll hear a lot about platforms, features, and go-live timelines. But in our inaugural episode of our Acumatica Playbook podcast, Darren Redies, COO at The Answer Company, offers a different perspective:
“It’s not just about the software. It’s about the partner standing beside you asking the right questions, staying curious, and showing up when it matters most.”
That mindset—the difference between a vendor and a true ERP implementation partner—is at the core of why an ERP project succeeds or falls flat.
Want to hear the full conversation? Listen to Playbook 1 for a deeper look at what it really takes to build an ERP partnership that lasts.
In this post, we’re breaking down Darren’s insight and experience to explore what a strong tech partnership looks like, and why choosing the right ERP implementation partner can make or break your long-term success.
The Vendor Mindset vs. The Partner Mindset
Not every ERP provider approach projects the same way. Some show up to deliver what’s in scope and call it a day. Others come in with a bigger commitment, to understand your business, challenge your thinking, and support your team long after go-live.
One is a vendor. The other is a partner.
Vendor Mindset
Transactional:
Delivers the contract, then moves on.
Tactical:
Prioritizes scope and deadlines over outcomes.
Assumes requirements:
Builds what was asked, no questions asked.
One-size-fits-all:
Applies the same playbook to every client.
Go-live is the end:
Sees launch as the finish line.
Partner Mindset
Relational:
Invested in long-term success and evolving needs.
Strategic:
Aligns the ERP with your business goals and metrics.
Challenges assumptions:
Asks the right questions and offers better solutions.
Industry-aware:
Tailors configuration to your specific vertical and team.
Go-live is the start:
Sees it as the beginning of an ongoing relationship.
This difference in mindset isn’t just philosophical; it has real consequences. According to Gartner, more than 70% of ERP initiatives will fail to deliver expected business outcomes by 2027. One of the biggest reasons? A lack of long-term alignment between the business and its ERP partner.
That statistic alone makes the case: you don’t just need a vendor to get your ERP live. You need a partner to ensure your ERP delivers lasting value.
Curiosity: The Cornerstone of Effective Partnerships
Strong ERP implementation partners don’t start by talking about software. They start by asking better questions.
In Episode 1 of The Acumatica Playbook, Darren highlights curiosity as one of the most undervalued tools in an ERP consultant’s toolkit. It’s not just about gathering a checklist of requirements, it’s about digging deeper to understand how your business actually runs and what needs to change for the system to support it.
Real curiosity shows up when a partner takes the time to ask:
- Why are these approvals routed this way?
- What’s actually happening on the shop floor when this transaction hits?
- Is this process built for how you work today or how you worked five years ago?
This kind of discovery work isn’t about efficiency. It’s about accuracy.
Because if your partner doesn’t take the time to understand what drives your business, you may end up with an ERP system that meets the brief but misses the point.
When a partner leads with curiosity:
- Discovery becomes deeper. Not just what you need, but why you need it.
- Alignment becomes strategic. ERP isn’t just configured, it’s designed to scale with your goals.
- Risk get exposed early. Gaps, assumptions, and misfits are uncovered before they become budget overruns.
- Opportunities emerge: Curious partners often spot improvements you didn’t know to ask for.
And most importantly, it builds trust because it shows your partner is in it with you, not just for you.
ERP Implementation Partner: Long-Term Commitment
Great ERP partners don’t disappear after go-live. They know that implementation is just the first phase and that real success happens over time.
ERP systems evolve. So do the businesses running them. A true partner stays engaged, helping you adjust, optimize, and adapt the system as your strategy changes, your team grows, or your operations shift.
Here’s what ongoing partnership actually looks like in action:
- Performance isn’t just tracked, it’s interpreted. A good partner monitors how your teams are using the system and flags areas where processes or adoption are falling short.
- Upgrades aren’t disruptive. Your partner helps you navigate new releases, configure updates properly, and ensure compliance without slowing down operations.
- Growth doesn’t break the system. Whether you’re expanding into new locations or launching new service lines, your ERP scales with you, because your partner is helping shape it in real time.
These aren’t optional extras. According to Forrester, poor change management and lack of ongoing support are two of the top reasons digital transformation efforts fall short. And traditional change management models often fail to address the cultural resistance and complexity of modern ERP projects.
The takeaway? ERP success isn’t just about launch. It’s about who’s helping you stay aligned, agile, and supported in the months and years that follow.
Challenging Assumptions: A Hallmark of a True ERP Partner
A good partner might not always agree with you. They might even push you: in the right ways, for the right reasons.
At The Answer Company, we believe that challenge, when it’s grounded in respect and experience, is one of the most valuable things a partner can offer. If your implementation team isn’t willing to question an assumption or suggest a better way, you may be missing out on ideas that could make the system smarter, leaner, or more future-proof.
Partners who challenge well:
Evaluate requests critically.
They don’t say yes to everything. They weigh what you’re asking against industry benchmarks, system capabilities, and long-term goals.
Offer alternatives.
When something feels off, they don’t just flag the issue, they propose a better fit, often one you hadn’t considered.
Build trust through honesty.
Telling a client, “That might not be the right direction” isn’t easy. But it shows you’re invested in outcomes, not just keeping the project smooth on the surface.
In our experience, most clients aren’t looking for someone who agrees with them at every turn. They’re looking for someone who helps them make the right call—especially when it’s not the obvious one.
The Importance of Alignment
Of course, pushing back only works if there’s trust. That trust starts with alignment.
Alignment means everyone involved is working from the same playbook: the partner team, the internal team, and the executive sponsors. Without it, decisions get second-guessed, scope creeps wider, and priorities shift mid-project.
What alignment looks like in practice:
- Clarity on what success means. The project starts with shared goals, agreed-on metrics, and an understanding of what’s most important to the business.
- Collaboration that’s real, not performative. The best outcomes come when the client and partner plan together, not when one side drives and the other signs off.
- Communication that cuts through ambiguity. That means direct conversations, clear accountability, and early identification of issues before they spiral.
Projects don’t fall apart because the software didn’t work. They fall apart because people weren’t on the same page. The best partners make sure everyone’s walking in the same direction.
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