This is funny and horrifying and sad all at the same time. For partners, it's also an opportunity.
When you have customers on an annual agreement (which I assume this one is not), one of the services you should include is an annual "system review." A fundamental, self-protecting reason for this is so that you can run a number of computer and software health checks on it, preventative maintenance to reduce problem emergencies you'll have to address later (with no separate ticket billing). But a higher-level one, one which most customers are interested in having, is a review of their practices revolving around the use of Sage 100.
This would be one. As we all know, the smaller Sage 100 customers seem only concerned about making payroll and creating financials for the CPA and taxes. Over time, some lose competent financial leadership through attrition, with barely qualified clerks taking over to "go through the motions" of using the system.
Persuading them to invest in an annual "knowledge transfer" agreement which includes this, will make personnel like this look like a hero, and others in the company look smart because they get better information when they need it for customers, vendors, and cpa's.
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Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
512.419.1444 x112
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