Considerations in Selecting the Right SPM/ICM Implementation Partner

WorkCentive || March 26, 2025

Introduction

This blog outlines the key considerations in selecting an implementation partner for your Incentive Compensation Management (ICM) or Sales Performance Management (SPM) solution. Implementing an SPM/ICM tool is a critical step for any organization looking to streamline and enhance its sales compensation processes, and the choice of partner can significantly impact the project’s success. We aim to provide clear guidance on what to look for when selecting the right partner to ensure a smooth and effective implementation.

Why This Matters
An SPM/ICM solution is designed to be flexible, adapting to fit sales compensation needs across a range of industries. However, success depends as much on the quality of implementation as it does on the software itself. The implementation partner plays a vital role in ensuring that your SPM/ICM solution is tailored to meet your organization’s unique requirements, so selecting the right partner is essential to maximize the solution’s potential.

What Defines an Ideal Implementation Partner?
Choosing an implementation partner who aligns with your goals and understands your needs is critical to a successful outcome. Here are the qualities to look for: Image

Where to Begin: A Strategic Pre-Evaluation

Gathering References:
References offer an early look at how an implementation partner operates in practice. With thoughtful questions, you can gain insights into their reputation and credibility.

Questions to Consider:
Relationship Quality
  • How well did the partner collaborate with the reference?
Guidance
  • Did the partner provide a structured approach and follow best practices?
Risk Management
  • What types of risks arose in the reference's implementation, and how were they handled?
  • Did any risks push the project into a ‘red’ status, and how did the partner assist in mitigation?
  • How effectively did the partner identify and address risks?
Budget and Timeliness
  • Was the reference's implementation on a time-and-material or fixed-fee basis, how does this align with your own budgeting needs?
  • Did the partner complete the project within the agreed budget and timeline, or were there significant changes?
Ease of Use and Enablement
  • How user-friendly was the final product?
  • How long did it take for the reference to become fully enabled?
  • What type of training did the implementation partner provide?
Areas for Improvement
  • From the reference's perspective, what could have been improved during the implementation?

Connecting with Implementation Specialists

Establishing Rapport with the Team
While references provide useful background, speaking with the people involved in your implementation will give you a clearer sense of the working relationship you can expect.

Key Topics to Address:
Relevant ICM Experience
  • Evaluate the specific experience of the team members assigned to your project. Do they bring relevant industry expertise to address your unique requirements?
Approach to Conflict Resolution
  • Ensure the team uses a collaborative, proactive approach.
Adaptability to Business-Specific Needs
  • Communicate your organization’s unique requirements and confirm they’re equipped to address them.
Implementation Methodology
  • Ensure that the team’s approach aligns with your organization’s expectations and goals.

Building an Effective Project Plan

Ensuring Alignment and Clarity
Even the best-planned projects can face unexpected challenges. Developing a well-structured project plan that both parties agree on is crucial for keeping the implementation on track and reducing potential disruptions.

Project Planning Essentials:
Scope Management:
  • Establishing clear priorities with your partner helps prevent scope creep and unexpected disruptions. A shared understanding of project boundaries keeps the team aligned on objectives.
Experience-Based Estimates:
  • A seasoned implementation partner will provide realistic estimates for time and budget, factoring in possible adjustments.
Quality Over Exact Matches:
  • A flexible approach allows for necessary modifications, prioritizing quality outcomes even when they differ from initial expectations. While aligning closely with requirements is essential, adapting to the best solution is often more effective than adhering rigidly to the original plan.

Project Timeline:
Normal Project Timeline:
  • Establishing a clear go-live schedule is key to success.
Project Change Requests (PCRs):
  • When significant changes arise that cannot be accommodated within the existing budget and timeline, these will be addressed through formal project change requests.
Phase II (Post Go-Live):
  • In cases where material scope changes would significantly delay the project, consider scheduling these enhancements for a Phase II, post go-live, to ensure a timely initial implementation.

Additional Considerations:
Experience-Based Estimate Buffer
  • Estimates are designed with built-in buffers based on experience to ensure more accurate timelines and project costs.
Accommodating Reasonable Requests
  • Small additional requests and tweaks are often essential to creating a user-friendly final product. If these fit within the project timeline and budget, they should be accommodated to enhance usability.
Expect Minor Differences
  • Success in an implementation doesn’t necessarily mean following every initial requirement word-for-word; sometimes, the best solution involves adapting to a slightly different approach. While the implementation partner should strive to meet expectations, quality should always take precedence.
Final Consideration for Material Scope Changes
  • If major scope changes risk extending the project timeline significantly, it may be more effective to postpone these adjustments to a Phase II post go-live, ensuring the project remains on schedule without sacrificing quality.

Balancing Cost and Quality

Avoiding Short-Term Gains at the Expense of Long-Term Success
With a variety of technology options and implementation partners available, it’s important to make decisions that support long-term functionality without sacrificing quality.

Your Role:
It’s essential to understand how your budget aligns with your project requirements, especially during the discovery and testing phases. Having dedicated resources available at key points allows your implementation partner to adapt the ICM solution effectively to your organization’s specific needs.

Securing the commitment of your own Subject Matter Experts (SMEs) throughout the implementation, particularly during discovery and testing, is also critical. Without this support, the project risks delays or, even more concerning, misinterpreted requirements.

The Partner’s Role:
The partner should allocate the right people to the project, balancing expertise and focus rather than simply adding more resources. This approach ensures a streamlined, effective process aligned with your goals.

Conclusion

Selecting the right implementation partner is a strategic decision that significantly impacts the success of your SPM/ICM solution. Given the flexibility of the SPM/ICM product to adapt to your business needs, an effective partner should offer both deep expertise and a collaborative approach. This ensures your organization fully leverages the solution’s capabilities. By carefully evaluating the considerations outlined here, you can position your SPM/ICM project for long-term success and alignment with your overall business strategy.