Customer SuccessWhoever inside the organisation must roll out what was bought

When a provider no longer fits, I want to be able to move, so the organisation is not locked into a decision made years ago.

Khi một nhà cung cấp không còn phù hợp, tôi muốn chuyển đi được, để tổ chức không bị khoá vào một quyết định của nhiều năm trước.

Job context

Years of data sit inside the old system
High
And an export is not immediately usable.
Root cause: There is no shared standard between products of the same kind
The organisation is used to the old way
High
So the real cost is retraining.
Root cause: Many people's habits are the most expensive part of a system
Other systems are wired into this one
High
Removing one touches several.
Root cause: Integrations accrete and nobody records them
Nobody wants to fund a migration
Medium
Because the best outcome is everything as before.
Root cause: Budget follows what can be seen
The new provider promises an easy migration
Medium
Having never seen your setup.
Root cause: Whoever promises about the migration wants the sale

A solution is not the same thing as a product, a customer can hire a behaviour or a workaround too.

Run both systems in parallel
Behaviour
The safest route, doubling cost throughout.
Log everything calling into the system
Product
The only way to find every integration, requiring a wait through the longest cycle.
Have the new provider run the migration
Service
Reduces the effort, with the difficulty estimated by whoever wants the sale.
Attach the migration to a feature project
Workaround
The only way to get funded, merging two kinds of risk.
Stay and accept the new price
Behaviour
What most organisations do, which invites the next rise.

Moving requires knowing everything wired into the system, and that record has never existed, because nobody had a reason to make it while things worked.
Why existing solutions fail: Each integration was built by one person for one need and declared by nobody, so the dependency map can only be reconstructed by switching the system off and seeing who complains, the only real test and the one nobody dares run.
Potential opportunity: Deriving the dependency map from real logs and keeping it current, rather than reconstructing it at migration time.
The only party estimating the difficulty of a migration is the new provider, who benefits directly from that number being small.
Why existing solutions fail: Whoever truly knows how hard it is are the organisations that already moved, and they have no reason to tell, so every circulating estimate comes from the side that gains when it is low.
Potential opportunity: Collecting the real time and cost of completed migrations, including the abandoned ones.