2014 Global SRM Research Report - Customer of choice

INFORMATION & TECHNOLOGY

STATE OF FLUX

2014 GLOBAL SRM RESEARCH REPORT

158

Change commitment curve

HIGH COMMITMENT

Communication

Learning

Recognition

Organisation

LOW COMMITMENT

TIME

CHANGE COMMITMENT CURVE

Moving through the adoption of new SRM software requires drive and determination as you and the team progress through the ‘commitment curve’. This requires a careful balance of communication, learning, recognition and organisation to be deployed.

2. LEARNING

1. COMMUNICATION

Providing a knowledge base helps practitioners to help themselves, and to learn from the experiences of others. This speeds up the adoption rate and reduces the support burden on the adoption teams. Build effective training, develop knowledgeable trainers, and ensure the practitioners receive the training and support they need to be successful. Only 50% of SRM leaders have made an appreciable investment in SRM training and even this is often in the wrong areas. Learning can all be assisted through simple tools and activities: ö ö SRM process information and maps to support technical training. ö ö Tool feature guides embedded within the SRM software solution. ö ö Training materials and eLearning modules. ö ö Hints, tips and frequently asked questions (FAQs). ö ö Forums including user groups for peer learning. ö ö Support, help contacts and coaching. ö ö Correct balance between behavioural and technical learning.

At the core of good adoption is communication, involving different stakeholders at the appropriate stage. There are three key SRM stakeholder groups: senior leadership, peers including the business, and suppliers. Our research has shown

that SRM leaders have twice as much engagement with senior leadership.

Openness and transparency was the number one SRM behaviour cited for successful SRM relationships. Communications can all be assisted through simple tools and activities: ö ö Share clear goals that define the objectives for the SRMsoftware within the overall SRMstrategy. ö ö Create and distribute communications to emphasise how the SRM software can facilitate SRM. ö ö Improve usage and adoption reporting, and tie these to your key goals and metrics. ö ö Create a super user community / forumwith the business, suppliers and subject matter experts. ö ö Use newsletters and webcasts to share best practices and progress. ö ö Use your SRM solution for communications.