SAP Marketing Cloud - cooperation expected from the customer

[Former Member]

Hello dear experts,

The customer asked me: I will buy the solution, but what is expected from my people during the implementation process? Can you give me an example of how many people and what is their profile that should be dedicated from the customer's side during the mid-size implementation project of SAP Marketing Cloud.

Thank you,

Alex.

[Former Member · Accepted solution]

Hi alex.jakuba,

great to see that you customer is asking and caring. There is definitely expectations towards the customer to contribute to the implementation and even more important to build up a solid operation-team for after the go-live.

During the implementation I usually do a split between 'initial workshops' and 'hand-over & enablement'.

The initial workshops are listed in our project delivery framework on cxworks.

The 'hand-over & enablement' leads the customer directly into the operation of the marketing business and the solution (tech-stack). We usually break down the need for operational capabilities by roles and activities as seen in the screenshot below (extract only). As you can see not all roles are needed. It is up to the customer and consulting firm to identify the best fit for the organization.

The roles and activities can be organized in different structures. The below example might be helpful to get you started.

In case you need help with the setup of the above, you can hire us to run our service 'Project and Operation Guidance'.

Please mark this question as answered, if it helped you.

Cheers, Anton

PS: I will write an article on cxworks about Marketing Operations and Organizations to cover the key aspects. Most likely it will be available by August.