There's a lot of chatter these days about services/delivery/consulting being on the edge of a boom; it's true and there’s certainly a huge opportunity ahead. But most of the conversation is about selling and executing the tech, rather than what happens afterwards.
This is something I’m noticing even with Glossa. Glossa occupies a tiny footprint in the end-to-end execution of a project - it’s a narrow, focused tool. And yet: a customer told me last week that she hadn’t fully looped an ancillary team in on the fact that her BAs would be using something new, and it created a mess. For a really narrow, really focused tool the other team wasn’t even using!
Now scale that to the massive tech transitions happening right now…
Historically, change management gets bolted on as an afterthought, if it's added to a project at all. It’s the first thing cut when budget gets trimmed, and of course, the number one reason adoption ends up being below expectations.
What happens when both the degree and kind of change accelerate by multiples?
One hedge is that better products will solve this. They will get better, in a hundred ways, but better products don’t solve organizational problems. How much Salesforce is bought and never used (50%?) This is going to be that times a hundred.
We are all racing to deliver faster, but what’s waiting at the other end?