Lessons from 1,000+ Reviews on Software Implementation Success

Cloud Wars Live with Bob Evans

Bonnie Tinder is the founder and CEO of Raven Intelligence, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, Bonnie shares seven hard-earned lessons from over 1,000 customer reviews, covering everything from data migration and partner selection to change management, over-customization, and planning beyond go-live.

Episode 54 | Avoiding Project Pitfalls

The Big Themes:

• Choose Your Partner Strategically, Not Cheaply: Raven Intelligence data reveals customers who chose systems integrators (SIs) based on price often ended up spending weeks onboarding the partner—because they lacked industry expertise. Others defaulted to familiar names or existing vendor relationships without assessing fit. A well-matched SI should offer deep, relevant experience—not just a good rate.
• Over-Customization Leads to Long-Term Pain: One of the most common regrets customers share with Raven Intelligence is excessive customization. While it’s tempting to rebuild old workflows in new systems for comfort or continuity, Bonnie Tinder warns this strategy almost always backfires. One company customized so heavily that their upgrade a year later cost nearly as much as the original implementation.
• Clarity on Requirements Prevents Costly Detours: Poorly defined requirements derail even well-staffed projects. A client lost three months mid-project because two departments had opposing expectations for payroll reporting. Before implementation, all stakeholders—from executives to end-users—must agree on goals, deliverables, and boundaries.

The Big Quote: “Vendors and SIs are really good at presenting the highlights reel during the sales process. What customers really need to be successful is the actual game footage."

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