When small and medium-sized businesses decide to implement a new system whether it’s ERP, CRM, or project management software, it’s tempting to focus conversations only with management or department heads. After all, they’re the ones signing off the budget and setting the goals.

But the real success of any system comes from understanding how the business actually runs day-to-day. That means talking to everyone, warehouse staff, sales reps, admin teams, and even temporary workers.

You Discover the Real Processes

Every business has two versions of how it works: the one written in procedures, and the one that actually happens. By speaking to people across all levels, you uncover the real processes the workarounds, shortcuts, and manual fixes that keep things moving. These insights are gold when designing a system that truly fits the business.

You Understand What’s Actually Needed

Each team sees the business from a different angle. The warehouse might need better visibility of incoming orders, while sales just want quicker stock updates. By involving everyone early, you get practical feedback on what features will make the biggest difference and avoid spending time (and money) on things no one will use.

You Build Ownership and Buy-In

Change can be uncomfortable. People naturally resist systems that feel forced upon them. But when staff feel they’ve had a voice in shaping the new system, they become advocates for it. That sense of ownership makes adoption smoother, faster, and more positive across the board.

It’s About Building Something Together

At the end of the day, implementing a system isn’t just a technical project, it’s a people project. The best results come when everyone feels part of building something that will genuinely help them and their team do their job better.

Conclusion

That’s why, when we scope projects, talking to staff at all levels is always part of our process. It helps us uncover how the business really operates, understand what’s truly needed, and give everyone a sense of ownership over the change. These conversations aren’t just a nice-to-have; they’re key to smoother adoption, better engagement, and systems that genuinely make the business run more efficiently.

If you have any questions, feel free to contact us by clicking here (Literally)

Also see the below for mroe helpful links on this topic:

Articles & Guides

• Importance of Stakeholder Involvement in ERP Projects
  Discusses how early engagement of stakeholders leads to higher user adoption rates and reduces potential implementation issues. SMC Data Systems
• How to Justify ERP System Benefits to Stakeholders
  Offers strategies for effectively communicating the ROI and strategic benefits of an ERP system to stakeholders. ECI Software Solutions
• Best Practices for a Successful ERP Implementation Process
  Emphasizes the importance of involving key stakeholders in the planning phase to ensure the implemented system meets their needs. tailor.tech

Studies & Research

• ERP Projects Internal Stakeholder Network and How It Influences the Project’s Outcome
  Analyzes the interactions and positions of internal stakeholders in ERP projects and their impact on project outcomes. arXiv
• Influence of Stakeholder Involvement in M&E on the Performance of Donor-Funded Projects
  Explores how stakeholder engagement in monitoring and evaluation influences the performance of projects. arXiv

Concepts & Frameworks

• Stakeholder Engagement
  Provides an overview of stakeholder engagement, highlighting its importance in decision-making processes. Wikipedia
• Multistakeholder Governance
  Discusses the practice of bringing multiple stakeholders together to participate in dialogue and decision-making. Wikipedia