Enabling the customer to lead is a process that starts with knowledge transfer and ends with the customer proactively taking ownership and leadership. It is not a one-time event but an iterative and incremental process that progressively builds upon the results generated by the previous iteration. Following is the enablement process we will review in the subsequent sections:
1. Educate
2. Enable
3. Empower
4. Celebrate
Before an implementation partner can conduct effective knowledge transfer with the customer, the customer must first obtain a certain level of understanding and competency regarding the COTS (packaged) software. This is why education is important, and is the first step in this process. As described earlier, another key benefit of formal education on packaged software is that it enables more effective collaboration between the customer and the implementation partner.
However, what I do see lacking in today's packaged software implementation...