Criteria for Selecting a Systems Integrator for Your SPM/ICM Deployment

CRITERIA FOR SELECTING A SYSTEMS INTEGRATOR FOR YOUR SPM/ICM DEPLOYMENT

INTRODUCTION

Implementing a Sales Performance Management (SPM) solution is a strategic endeavor with significant implications for sales effectiveness and revenue growth. The choice of a Systems Integrator (SI) partner is one of the most critical decisions in this process. Selecting the wrong partner can lead to costly delays, misaligned configurations, and a failure to realize expected return on investment (ROI). This whitepaper outlines key considerations for choosing the right SI for SPM deployment, along with an overview of the potential challenges organizations face when they do not engage the optimal partner.

1. FIRM EXPERIENCE IN SPM

• Consider the number of years the firm has worked in the SPM field and the number and size of the projects they’ve completed.
• Determine if the firm specializes solely in SPM or has a broader consulting focus, which might impact its expertise depth.
• Confirm if the firm has experience in industries similar to yours, which may affect how well they understand your unique requirements.
• Look for specific case studies or projects in relevant sectors (i.e. technology, pharmaceuticals, financial services, etc.).
• Does the firm have specific knowledge on the solution you are deploying?
• Does the firm have experience across all aspects of SPM, (i.e. compensation management, modeling, sales incentives, and territory management)?

2. DEPTH OF SOLUTION KNOWLEDGE AND RELATIONSHIP WITH THE SOFTWARE PROVIDER

• Does the firm maintain a certification program and/or have a formalized partner agreement with the relevant SPM vendor(s) being considered?
• Assess if the firm has vendor support channels or access to vendor resources (i.e. a working relationship with vendor’s technical support or engineering teams).
• Does the firm have relationships with the executive team to ensure executive engagement when/if needed?
• Does the firm collaborate on deployments by including vendor resources as active participants on the project or at key checkpoints (i.e. design reviews)?

3. RESOURCE/CONSULTANT LOCATIONS

• Are their consultants trained/certified and focused solely on SPM or are they responsible for working across different types of applications such as CRM?
• Identify where the consultants are located and approach to working with client teams (i.e. onsite, remote, or offshore) to understand the feasibility of in-person support.
• Consider time zone compatibility for project coordination if resources are distributed globally.

4. CONTRACTING/RATES

• Assess the pricing model (i.e. hourly, fixed, or retainer) and transparency in rates for various services.
• Ensure clarity in billing practices and any extra charges related to travel or out-of-scope work.

5. SPM TESTING EXPERIENCE

• Look at the firm’s methodology and track record in testing SPM solutions.
• Determine if they offer end-to-end testing, from functional to user acceptance testing, and if they have a structured testing process.
• Does the firm maintain a dedicated testing team to ensure adequate expertise within this area?
• Has the firm developed content or automation specific to SPM to support the testing practice (i.e. best practices, testing automation tools, etc.)?

6. TRAINING/KNOWLEDGE TRANSFER EXPERTISE

• Evaluate the firm’s approach to training client teams on new systems.
• Check if they have training materials, structured programs, or certifications for knowledge transfer to end-users.
• Does the firm maintain a dedicated training team to ensure adequate expertise within this area?
• Has the firm developed content or automation specific to SPM to support the training practice (i.e. best practices, testing automation tools, etc.)?

7. DATA INTEGRATION/MANAGEMENT

• Consider the firm’s experience and ability to integrate SPM tools with existing CRM, ERP, or other systems.
• Look into their experience with data migration, data quality management, and security.
• Does the firm maintain a dedicated data integration team to ensure adequate expertise within this area?
• Has the firm developed content or automation specific to SPM to support the data integration practice (i.e. best practices, testing automation tools, etc.)?

8. BUSINESS PROCESS IMPROVEMENT EXPERTISE

• Assess the firm’s experience with process redesign to optimize sales performance.
• Look at their methodology for identifying inefficiencies and providing actionable insights.
• Can the firm provide case studies and examples of content as evidence of previous business process improvement engagements?

9. ON-GOING SUPPORT OPTIONS

• Review support models offered, (i.e. configuration support, operations management, and data/process management).
• Does the firm provide formalized approaches to client support (i.e. 24/7 helpdesk, dedicated account managers, and service-level agreements)?
• How many clients are currently being supported under post-go-live contracts?
• Can the firm provide references and case studies detailing their experience in this area?
• Evaluate flexibility for scaling support based on changing business needs.
• Review the firm’s ability to provide international support or offshore options.
• Evaluate the types of support being provided (i.e. business process, configuration, or data/system management).

10. REFERENCES

• Request client references specific to SPM engagements to validate the firm’s track record.
• Where possible, seek client testimonials, case studies, or documented outcomes from similar projects.

CONCLUSION

Choosing the right SI partner is a critical step in achieving a successful SPM implementation. By carefully evaluating potential partners based on experience, platform expertise, support models, and alignment with your business, you can mitigate the risks of delays, misalignment, and inefficiencies. The right partner will not only guide your implementation but also support your team for long-term success.