I
Appendix I
Interview North American NAV reseller and code list
Argumentation
This will give a general impression on the size of NAV resellers Lanham has dealings with, as well as the industries they are in. Because some of the Lanham products are designed for larger customers size of the customers from NAV resellers could be important.
Code
Answers here are purely statistical. There is one simple answer to all questions.
Argumentation
This will tell how NAV resellers got to know Lanham and could give information on how to approach European NAV resellers.
Code
This is an open question, none of the listed answers were given in advance; all possible answers listed below were set up before the interviews were conducted.
2 Answers deviated from the list, these can be categorized as:
o Historically = They have been working with Lanham ever since Navision came to North America and Dale made the necessary adjustments to fit Navision with the North American market.
o Word-of-mouth = heard of Lanham through other people in the business
1 Answer has been altered to better fit the answer given by the NAV resellers interviewed: 1. Could you tell about your company and what it sells?
Name of Company: Your name:
Size of company i. # Employees: ii. # Customers: iii. Size of customers: Industry they are in:
Do you have a Vertical flow? What is it? Age of company:
2. How did you get to know Lanham? Other resellers
Customers asking for Lanham applications Marketing (adds)
Contacted by Lanham
Via a MS conference/convergence Internet
II o “Customers asking for Lanham applications” to “Customers having a need that is not
in base Navision”.
Argumentation
This will give information about the kind of relationship the NAV resellers have with Lanham as well as the use of possible competitor products.
Also, it will give insight in the need for Lanham products. Code
The three sub-questions have been asked separately. Answers can be categorized as following:
o Long-term relationship / infrequent use
o Always make use of Lanham products / not always make use of Lanham products o Alternatives to Lanham products:
No alternatives
Not looking for alternatives = Lanham products are good, so no need to use something else
Prefer Lanham = have alternatives but do not want to use them If a NAV reseller has an alternative they use for a certain product he is asked for which Lanham product that is.
Argumentation
Will give an impression on which products are sold by most NAV resellers Lanham has dealings with.
Code
Answers are purely statistical. There is a list of possible answers. The products listed beneath question 4, are only the 4 biggest products.
3. How is your relationship with Lanham?
Long-term relationship or infrequent use of Lanham products Do you always use Lanham products?
Do you have alternatives to Lanham products?
4. Which Lanham products do you sell? EDI
III Argumentation
Will give information on how NAV resellers perceive Lanham products and their main advantages.
By asking if the add-on you buy from Lanham is a solution or an additional feature, it is possible to get an impression on whether Lanham products are solving direct problems or whether they are seen as nice-to-have functionality.
Code
The question was asked as an open question. Answers would give the benefits of Lanham products. Answers here can be categorized as:
o Fit need missing from base Navision = the products Lanham sell make the standard Navision a complete solution for the North American customer. Without these products the customer would not consider using Navision as their business software. o High Quality = Lanham products are perceived as high quality products and this is
why the NAV reseller uses them.
Using Lanham for their technical knowledge was asked as a sub-question. Answers here are “yes” or “no”.
Last sub-question then was asked. There are two possible answers here which are explained to the interviewee:
o Solution = Lanham products are added to Navision because the customer has a direct need for it.
o Additional feature = Lanham products are added to Navision because the customer could use the additional features it provides.
Argumentation
Will give information about who the NAV resellers sell Lanham products to. If there are differences here between Lanham products this should be taken into account when certain products are being promoted in Europe.
Code
This is a closed question with only three possible answers: o Existing customers = their current customer base o New customers = future prospects
o Both = current customer base and future prospects 5. Why do you sell Lanham products?
Benefits of Lanham products
Technical knowledge Lanham possesses
What do you actually buy? (a solution, or additional features)
6. Who do you sell Lanham products to?
IV Argumentation
Will give information on who uses which different kinds of training-curses from Lanham.
Code
This is a statistical question which can be answered “yes” or “no” for all sub-questions. o For staff = NAV reseller has had their staff do the needed training-curses at a
Lanham-location.
o For end-users = NAV reseller has had their staff do the needed training-curses at a Lanham-location and has also on occasion brought a NAV end-user to the training-curses.
o Training at own office = NAV reseller has had a private training-curse from Lanham at their own office.
Argumentation
This will give information on how Lanham is perceived and how Lanham should position their products in Europe.
It also might give information on possible weak points which Lanham could improve on. Code
This question is asked as an open question in which the interviewee could elaborate on his answer. There are three possible answers to this question possible.
o Quality: High / Good / Low
o Price: Overpriced / Priced Competitively / Underpriced
NAV resellers interviewed did sometimes make a distinction between products.
Argumentation
Will give information on how NAV resellers use technical support and what they expect from a technical support. The expectations of the technical support are important to compare to 8. How do you perceive the price/quality scale of Lanham products?
Quality of products Price of products
9. How do you perceive Service & Support? How do you use service & support?
Do you use Lanham support as they position it (Reseller only)? 7. Did you make use of the training-curses Lanham provides?
For staff For end-users
V European NAV resellers because it will give information on how the technical support for Europe should be set up and what it should entail.
Lanham has the feeling that some NAV resellers use their TS for any problem they come across. Instead of looking at the available documentation, they would call/email straight away. This question should also give information on how often and for what reasons the Lanham TS is used.
Code
For this question the NAV reseller is asked the first sub-question to see how he makes use of the Technical Support and what his general feelings on the Technical Support from Lanham are.
A Code for this question is more difficult because answers here differ from each other a lot. In general you the use can be categorized as:
o Rarely o Moderate o Extensively
In addition to this Code two other Codes might be applicable as well: o Use TS to report a bug
o Use TS as a form of training
The second sub-question is asked as a closed question and can be answered with “yes” or “no”.
Argumentation
This is a follow-up question to question 9 and will give additional information about the use of the Lanham TS in a more statistical manner. Here some of the assumptions Lanham has about the use of the TS is asked to be answered with “yes” or “no”.
Code
This is a statistical question which has been set up before the interviews were conducted, all sub-items can be answered by “yes” or “no” only.
Argumentation
Will give information on the strong points of Lanham products from the eyes of the NAV resellers.
10. Why do you call for support?
Documentation not sufficient Did not understand documentation
Did not have the time to research documentation Product problem in spite of documentation
11. What advantages do the Lanham products give you as a reseller? Outsourcing of technical knowledge
VI Code
This question is asked as an open question. In general, answers to this question can be categorized as follows:
o Fit need missing from base Navision = the products Lanham sell make the standard Navision a complete solution for the North American customer. Without these products the customer would not consider using Navision as their business software. o Open up larger customers = by adding the Lanham products, Navision can be used for
larger customers who have a need for functionality that smaller customers do not have.
After this the three sub-items were asked to be an advantage to using Lanham products. These could be answered by a “yes” or “no”.
Argumentation
Gives information on how the North American NAV reseller works and how he is trying to add value for his customers.
Also will give some indication on how high the technical knowledge of the North American NAV reseller is.
Code
This question is asked as an open question. Answers here are varying a lot from each other. 12. How do you add value for your customers?
VII List of Codes
Question Code
Setup prior to interview Setup after the interviews
1
Name of company Name
Your name Name
# emloyees number
# customers number
Biggest customer number
Average customer number
Industry List
Vertical Yes / No
Age of company number
2
How did you get to know Lanham?
Other reseller
Customer having a need that is
not in base Navision
Marketing (adds) Contacted by Lanham Via a MS conference/convergence Internet Historically Word-of-mouth 3
Type of relationship Long-term
Infrequent use
Use of Lanham products Always make use of Lanham products
Not always make use of Lanham
products
Alternatives to Lanham products No competitive alternative
Alternative to ACDS Yes / No
Alternative to EDI Yes / No
Alternative to E-Ship Yes / No
Alternative to E-Receive Yes / No
Alternative to AFP Yes / No
Alternative to H&S Yes / No
VIII 4
Which Lanham products do you sell ACDS Yes / No EDI Yes / No E-Ship Yes / No E-Receive Yes / No AFP Yes / No H&S Yes / No Creditcard Yes / No 5
Why do you sell Lanham products?
Fit need missing from base
Navision
Reputation
High Quality
Technical knowledge Lanham possesses
Yes / No
What do you actually buy? Solution
Additional feature
6
Who do you sell Lanha products to? Existing customers New customers Both 7
Did you make use of the training-curses Lanham provides?
For staff Yes / No
For end-users Yes / No
Training at own office Yes / No
8
How do you perceive the quality of Lanham products
High
Good
Low
How do you perceive the price of Lanham products?
Overpriced
Priced competitively
IX 9
Use of the Technical Support Rarely
Moderate
Extensively
Reason for calling Technical Support
Use TS to report a bug
Use TS as a form of training
Do you use Lanham support as they position it (reseller only)?
Yes / No 10
Why do you call for support?
Documentation not sufficient Yes / No
Did not understand documentation
Yes / No
Did not have the time to research documentation
Yes / No
Product problem in spite of documentation Yes / No 11
What advantages do the Lanham products give you as a reseller?
Fit need missing from base
Navision
Open up larger customers
Outsourcing of technical knowledge
Yes / No
Saves time Yes / No
Cheaper Yes / No
12
How do you add value for your customer?
Open answer
X
Appendix II
Interview European NAV reseller and code list
Argumentation
This will give a general impression on the size of NAV resellers Lanham will have dealings with, as well as the industries they are in. Because some of the Lanham products are designed for larger customers size of the customers from NAV resellers could be important. Code
Answers here are purely statistical.
Argumentation
This will give information on the willingness and cultural mindset to using add-ons from ISV’s. In general Europe has always been more reluctant to using add-ons than North America, but this is changing as Microsoft is pushing the use of add-ons and NAV resellers are seeing the benefits of using add-ons.
If they are open to using add-ons they are asked if they make use of any add-ons right now. This will give an idea of the experience the NAV reseller has with the use of add-ons. Code
To see how the NAV reseller feels about add-ons he is asked if they make use of it and whether or not their company is open to using add-ons. A Code can be made for the cultural mindset:
o Very open = for any additional functionality needed they will look for the appropriate add-on and seek contact with the ISV.
o Open = add-on will only be used if it is needed to make the make the sale. o Trade-off = trade-off between building a solution themselves or using an add-on. o Closed = do not want to make use of add-ons
1. Could you tell about your company and what it sells? Name of Company:
Your name: Size of company
i. # Employees: ii. # Customers: iii. Size of customers: Industry they are in:
Do you have a Vertical flow? What is it? Age of company:
2. Do you make use of add-ons from ISV’s?
XI Use of add-ons:
o No use of add-ons at this moment o Use one add-on
o Use multiple add-ons
Argumentation
This will give additional information about the benefits the NAV reseller sees in using add-ons. All categories have been set up following the analysis of North American NAV resellers. Code
This question is at first is asked as an open question. If they haven’t covered all categories listed below, these will be asked and can be answered with “yes” or “no”. By asking this question as an open question new possible categories could come to light. However, no additional categories were found.
Benefits of add-ons:
o Outsourcing of technical knowledge o Better fit with customer’s needs o Saves time
o Cheaper
The category “More customization possibilities” has been deleted as no European NAV resellers saw this as an advantage of add-ons.
Argumentation
This question will give additional information about the benefits of using add-ons, but is more focused on the company. As for many North American NAV resellers the ability to sell Navision to larger customers is a major reason for the use of Lanham add-ons, the European NAV reseller is asked his view on this.
By asking this question as an open question new possible categories could come to light. However, no significant additional categories were found.
Code
Open up new marketplaces = ability to sell Navision to customers they would otherwise have to let go.
3. Benefits (advantages) of these products? Outsourcing of technical knowledge More customization possibilities Better fit with customer’s needs Saves time
Cheaper
4. Benefits to the company
XII Argumentation
By asking if the add-on you buy from Lanham is a solution or an additional feature, it is possible to get an impression on whether Lanham products are solving direct problems or whether they are seen as nice-to-have functionality.
Code
There are two possible answers here which are explained to the interviewee:
o Solution = Lanham products are added to Navision because the customer has a direct need for it.
o Additional feature = Lanham products are added to Navision because the customer could use the additional features it provides.
Argumentation
In order to see if European NAV resellers see a need for the forecasting-module Lanham sells, they are asked whether or not they have a need for forecasting and what solution they use for this need right now.
Code
Need for AFP:
o Have a direct need for it = possible customers who would want AFP.
o Might have prospects for forecasting in near future = no possible customers at this time, but sees potential sales in future prospects.
o Would need more knowledge on forecasting = too little understanding of forecasting to see if any customers or prospects might have a need for it.
o Do not have a need for forecasting = no direct need and does not see any future prospects having a need for forecasting.
Solution they use right now: o No forecasting solution o List of solutions
Argumentation
In order to see if European NAV resellers see a need for the History & Security-module Lanham sells, they are asked whether or not they have a need for History & Security and what solution they use for this need right now.
5. Would you say you buy a solution or an additional feature when you add add-ons to your portfolio?
Solution vs. Additional feature
6. Is there a need for forecasting?
Which solution do you use now?
XIII Code
Need for H&S:
o Have a direct need for it = possible customers who would want H&S.
o Might have prospects for H&S in near future = no possible customers at this time, but sees potential sales in future prospects.
o Do not have a need for H&S = no direct need and does not see any future prospects having a need for forecasting.
Solution they use right now: o No H&S solution o List of solutions
Argumentation
To see if there is an interest in other products from Lanham the European NAV reseller is asked the question listed above. This will also give an idea of the products from Lanham they have knowledge of.
Code
Useful add-ons: o None
o List of Lanham add-ons
Argumentation
This will give information on how they got to know Lanham and could give an idea how Lanham should position themselves in Europe.
Code
This is an open question but in general the following Code was be made: o Through the customer
o Through a search engine = Mibuso (Microsoft Business Solution finder)/Google/etc o Looking for a certain add-on
8. Which products from Lanham would be useful to you as a reseller? General interest
9. Do you know Lanham (if relevant)? How did you get to know Lanham?
10. What would you expect from a Lanham-training? Time and place
Consultancy
XIV Argumentation
This will give information on the expectations and general feelings towards getting add-on-training. Because training can be an important issue for certain add-ons it is good to know the NAV reseller’s view on getting training.
All European NAV resellers were asked if they would consider bringing a customer to the training. North American NAV resellers would consider doing this for certain (larger) customers. This will give information on the European NAV reseller’s view on this. Code
Because answers here differ widely from each other it is hard to make a general Code. On the expectations towards doing training one general view is shared by almost all European NAV resellers:
o Necessity = If there is a customer who has bought an add-on, and the add-on requires a training to do this implementation correctly, the NAV reseller will do the necessary training. The NAV reseller would not consider doing the training if it is not necessary to do the implementation and/or when they have not made the sale yet. o Training-on-the-job = would prefer to have a consultant do the first implementation
and have their personnel learn from the consultant. Customer training:
o “yes” or “no”
Argumentation
This will give information on how European NAV resellers would use Technical Support, compared to North American NAV resellers.
Code
This is an open question where the NAV reseller is asked how they would use Technical Support. For all sub-questions there is room for the interviewee to argument is view. There are a few items which stand out:
Use of documentation when encountering a problem/bug o Always look at documentation first
o Make use of documentation, but not necessarily at first o Do not make use of documentation
Use of email/call when encountering a problem/bug o Would email/call first
o Would email/call when all else has failed o Would not email/call
11. What would you expect from the Lanham Technical Support? How would you use it?
Expectations on: i. Documentation ii. Email /call
XV Use of consultancy during implementation
o Would want to make use of consultancy for projects
o Would want to make use of consultancy for the first few implementations o Would not want to make use of consultancy
Using TS as reseller only
o Reseller only = See Lanham TS as reseller only
o End-user = Would send end-users to Lanham TS if possible
Argumentation
This will give information about the potential of Lanham products and whether or not European NAV resellers consider selling them to their customer base as well as new customers.
Code
This is a closed question with only three possible answers: o Existing customers = their current customer base o New customers = future prospects
o Both = current customer base and future prospects
Argumentation
Gives information on how the European NAV reseller works and how he is trying to add value for his customers.
Also will give some indication on how high the technical knowledge of the European NAV reseller is.
Code
Hard to give a good Code for this question as answers differ from each other widely. 12. Would you sell Lanham products to existing or new customers (or both)?
Existing customers vs. new customers
13. How do you add value for your customers?
Are you able to build customized products for the customer yourself? i. Examples
XVI List of Codes
Question Code
Setup prior to interview Setup after the interviews
1 Name of company Name
Your name Name
# emloyees number
# customers number
Biggest customer number
Average customer number
Industry List
Vertical List
Age of company number
2 Cultural mindset Very open
Open
Trade-off
Closed
Use of add-ons No use of add-ons at this moment
List of add-ons used
3 Benefits of add-ons: Yes / No
Outsourcing of technical knowledge
Yes / No
Better fit with customer's needs Yes / No
Saves time Yes / No
Cheaper Yes / No
4 Open up new marketplaces Yes / No
5 What do you buy with an add-on Solution
Additional feature
6 Need for AFP Have a direct need for it
Might have prospects for
forecasting in near future
Would need more knowledge on
forecasting
Do not have a need for
forecasting Solution they use right now No forecasting solution
XVII
7 Need for H&S Have a direct need for it
Might have prospects for
forecasting in near future
Would need more knowledge on
forecasting
Do not have a need for
forecasting Solution they use right now No forecasting solution
List of solutions
8 Useful add-ons None
List of Lanham add-ons
9 How did you get to know Lanham Through customer
Through a search engine
Looking for a certain add-on
10 Necessity Yes / No
Customer training Yes / No
11 Use of documentation when encountering a problem/bug
Always look at documentation
first
Make use of documentation, but
not necessarily at first
Do not make use of
documentation Use of email/call when
encountering a problem/bug
Would email/call first
Would email/call when all else
has failed
Would not email/call
Using TS as reseller only Reseller only
End-suer
12 To which customers would you sell
Existing customers
New customers
Business A Business B Business C Business D Business E Business F Business G Business H Business I Business J Business K Business L Business M Business N Business O Totals Average %
Question Scale Categorization
1 # emloyees C number 16 18 1 7 35 27 10 30 46 5 7 29 15 5 17 18
# customers C number 50 60 1 30 100 75 70 2000 global 258 30 60 103 15 20 30 64
Average customer C number 25 25 15 40 15 15 25 24 15 8 75 40 30 50 29
Biggest customer C number 100 100 165 60 94 80 110 100 100 55 28 450 80 150 230 127
Industry A Manufacturing 1 1 1 1 1 1 1 1 1 1 1 1 1 13 A Distribution 1 1 1 1 1 1 1 1 1 1 1 1 1 13 A Services 1 1 2 A Financials 1 1 1 3 A Accounting 1 1 A Retail 1 1 Vertical A Yes / No 0 0 1 0 1 1 1 1 0 1 1 1 0 1 9
Age of company C number 5 11 10 8 7 9 12 6 11 9 5 13 2 5 5 8
2 How did you get to know Lanham? B Via MS Dynamics Solution Center 3 3 6 13%
B Customer having a need that is not in base Navision 3 3 3 3 3 3 18 40%
B Marketing (adds) 0 0% B Contacted by Lanham 0 0% B Via a MS conference/convergence 3 3 3 3 3 15 33% B Internet 3 3 7% B Historically 3 3 3 3 3 3 18 40% B Word-of-mouth 3 3 6 13% B Other 3 3 6 13%
3 Type of relationship A Long-term 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 15 100%
A Infrequent use 0 0%
Use of Lanham products A Always make use of Lanham products 1 1 1 1 1 1 1 1 1 1 1 11 73%
A Not always make use of Lanham products 1 1 1 1 4 27%
Alternatives to Lanham products B No competitive alternative 2 3 2 2 9 25% 20%
B Not looking 3 3 6 17% 13%
B Prefer Lanham products 2 2 3 3 2 3 3 3 21 58% 47%
Alternative to ACDS A Yes / No 1 1 7%
Alternative to EDI A Yes / No 0 0%
Alternative to E-Ship A Yes / No 1 1 2 13%
Alternative to E-Receive A Yes / No 0 0%
Alternative to AFP A Yes / No 0 0%
Alternative to H&S A Yes / No 1 1 2 13%
Alternative to Creditcard A Yes / No 1 1 7%
4 Which Lanham products do you sell
ACDS A Yes / No 0 1 1 2 13% EDI A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 1 13 87% E-Ship A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 15 100% E-Receive A Yes / No 0 1 1 1 1 1 1 1 7 47% AFP A Yes / No 1 1 1 1 1 1 1 1 8 53% H&S A Yes / No 0 1 1 1 1 1 1 1 1 1 1 10 67% Creditcard A Yes / No 0 1 1 1 1 1 1 1 7 47%
5 Why do you sell Lanham products? B Fit need missing from base Navision 3 3 3 3 3 3 3 1 3 3 3 1 1 3 2 38 84%
B High Quality 3 3 1 7 16%
Technical knowledge Lanham possesses A Yes / No 1 1 1 1 1 1 1 1 1 1 1 11 73%
What do you actually buy? A Solution 1 1 1 1 1 1 1 1 1 1 1 1 1 1 14 93%
A Additional feature 1 1 7%
6 Who do you sell Lanham products to? A Existing customers 1 1 7%
A New customers 0 0%
A Both 1 1 1 1 1 1 1 1 1 1 1 1 1 1 14 93%
7 Did you make use of the training-curses Lanham provides?
For staff A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 1 1 14 93%
For end-users A Yes / No 1 1 1 1 1 1 1 7 47%
Training at own office A Yes / No 1 1 1 3 20%
8 How do you perceive the quality of Lanham products B High
2 3 5 11%
B Good 3 2 1 1 3 2 3 3 3 2 2 3 2 30 67%
B Low 0 0%
How do you perceive the price of Lanham products? B Overpriced
1 1 2 4%
B Priced competitively 2 2 3 2 1 2 2 2 3 2 2 2 2 27 60%
B Underpriced 3 1 2 6 13%
9 Use of the Technical Support B Rarely 3 2 3 2 3 3 16 36%
B Moderate 2 2 4 9%
B Extensively 3 3 3 1 10 22%
Reason for calling Technical Support B Use TS to report a bug 2 3 3 3 3 3 17 38%
B Use TS as a form of training 2 3 3 8 18%
Do you use Lanham support as they position it (reseller only)?
A Yes / No
1 1 1 1 1 1 1 1 1 1 1 11 73%
10 Why do you call for support?
Documentation not sufficient A Yes / No 1 1 1 1 1 1 1 1 1 1 1 11 73%
Did not understand documentation A Yes / No 1 1 1 1 1 1 1 7 47%
Did not have the time to research documentation A Yes / No 1 1 1 1 1 1 1 7 47%
Product problem in spite of documentation A Yes / No 1 1 1 1 1 1 1 1 1 1 1 11 73%
11 What advantages do the Lanham products give you as a reseller?
B Fit need missing from base Navision
3 3 3 3 3 2 3 3 2 2 2 1 30 67%
B Open up larger customers 3 3 3 1 2 3 1 16 36%
Outsourcing of technical knowledge A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 12 80%
Saves time A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 1 13 87%
Cheaper A Yes / No 1 1 1 1 1 1 1 1 1 1 1 1 1 1 14 93%
12 How do you add value for your customer? Open answer
Own add-ons List
Appendix III Matrix North American NAV resellers
England Germany Netherlands
Business A Business B Business C Business D Business E Business F Business G Business H Business I Business J Business K Totals Average %
Question Scale Code
# emloyees C number 8 19 6 7 13 15 8 11 55 25 10 16
# customers C number 14 14 3 25 54 100 25 40 30 50 2 32
Biggest customer C number 30 150 30 40 400 250 33 120 100 300 145
Average customer C number 15 30 15 15 35 25 8 15 15 25 20 20
Industry A All 1 1 1 3 27% A Manufacturing 1 1 1 3 27% A Distribution 1 1 1 3 27% A Services 1 1 1 1 1 1 6 55% A Retail 1 1 2 18% A Education 1 1 9% A Membership databases 0 0% Vertical A Yes / No 1 1 1 1 1 1 1 1 8 73% Age of company C number 3 2 2 18 2 3 10 11 12 13 6 82 10
Cultural mindset B Very open 2 3 3 8 28% 24%
B Open 3 3 3 2 3 14 48% 42%
B Trade-off 2 3 5 17% 15%
B Closed 2 2 7% 6%
Use of add-ons A No use of add-ons at this moment 1 1 1 1 1 5 45% 45%
A Use one add-on 1 1 9% 9%
A Use multiple add-ons 1 1 1 1 1 5 45% 45%
Benefits of add-ons:
Outsourcing of technical knowledge A Yes / No 1 1 1 1 1 1 1 1 8 73%
Better fit with customer's needs A Yes / No 1 1 1 3 27%
Saves time A Yes / No 1 1 1 1 1 1 1 1 1 9 82%
Cheaper A Yes / No 1 1 1 1 1 1 1 1 8 73%
4 Open up new marketplaces A Yes / No 1 1 1 1 4 36%
What do you buy with an add-on A Solution 1 1 1 1 1 1 1 1 1 1 10 91%
A Additional feature 1 1 9%
Need for AFP B Have a direct need for it 3 3 6 18%
B Might have prospects for forecasting in near future
2 3 3 2 1 11 33%
B Would need more knowledge on forecasting 3 3 33%
B Do not have a need for forecasting 1 1 1 3 33%
Solution they use right now A No forecasting solution 1 1 1 1 1 1 1 7 64%
A Own solution 1 1 1 3 27%
A Demand Planner 1 1 9%
Need for H&S B Have a direct need for it 3 3 3 3 3 15 45%
B Might have prospects for H&S in near future 3 2 2 7 21%
B Would need more knowledge on H&S 3 3 9%
B Do not have a need for H&S 3 3 6 18%
Solution they use right now A No H&S solution 1 1 1 1 1 1 1 1 1 9 82%
A Own solution 1 1 2 18%
Useful add-ons A None 1 1 1 1 1 5 45%
A Retail-link 1 1 9%
A ACDS 1 1 1 3 27%
A EDI 1 1 1 1 1 1 6 55%
How did you get to know Lanham B Through customer 3 3 3 9 27%
B Through a search engine 3 3 3 9 27%
B Looking for a certain add-on 3 3 3 3 3 3 18 55%
View on add-on training B Necessity 3 2 3 3 3 3 3 2 22 67%
B Training-on-the-job 3 3 3 9 27%
Customer training A Yes / No 1 1 1 1 1 1 1 1 8 24%
Use of documentation when encountering a problem/bug B Always look at documentation first 3 3 3 3 3 2 3 3 2 1 3 29 88%
B Make use of documentation, but not necessarily at
first 0 0%
B Do not make use of documentation 0 0%
Use of email/call when encountering a problem/bug B Would email/call first 0 0%
B Would email/call when all else has failed 3 2 3 3 2 2 3 2 2 2 2 26 79%
B Would not email/call 0 0%
Using TS as reseller only A Reseller only 1 1 1 1 1 1 1 1 1 1 1 11 100%
A End-user 0 0%
To which customers would you sell A Existing customers 1 1 9%
A New customers 1 1 9%
A Both 1 1 1 1 1 1 1 1 1 9 82%
Appendix IV Matrix European NAV resellers
XX
Appendix V
Template for coding embeddedness of North American NAV resellers and
matrix
Organization A
TRUST
How did you get to know Lanham?
For Organization A it’s historically. They started with Navision in early 90’s, when Dale started as well. They knew each other on a personal level. From the moment they started Organization A they added EDI and E-Ship in almost all their sales.
Do you have alternatives to Lanham products?
Haven’t been looking (EDI), don’t really want to. For AFP there isn’t any. For AFP Microsoft’s on demand is their but not really good/competitive.
Because they want to own the software they aren’t really looking for alternatives for EDI cause Lanham has a good working solution for Organization A (access to source code).
FINE-GRAINED INFORMATION TRANSFER
AFP has a lot of theory (formulas), which they haven’t really gotten into deep enough to sell it on their own. Because Lanham give training on all their products Organization A get educated in their products and make their sales a lot stronger. They want to learn and with Lanham this is possible. JOINT-PROBLEMSOLVING ARRANGEMENTS
Communication problems with FEDEX. 50% is problems in product that Lanham fixes. Other 50% are special questions when they have an issue with a client and they ask Lanham if they have some ideas about that. Not so much TS but more help.
They do get into the problem themselves and if it is in de code they will contact Lanham and tell them where they think the problem is. But they try to fix it straight away.
ORGANIZATION B
TRUST
Do you have alternatives to Lanham products?
Not looking, MS Demand-planner but only looks at demand, not procurement. Some customers want to use other EDI, but try to steer towards Lanham products.
Organization C
JOINT PROBLEM-SOLVING ARRANGEMENT How do you use service&support?
Especially good for helping in very unique situations to come up with a solution.
Come across a specific setup and would want to know some insights on how they solved this problem for somebody else
XXI
Organization E
TRUST
Do you have alternatives to Lanham products? There are, but didn’t bother looking, this works
Organization F
TRUST
Do you have alternatives to Lanham products?
Some , don’t use them. Trust Lanham, believe in their code.
Organization G
TRUST
Benefits of Lanham products
Solves a need not in base Navision Believe in their code-style
Trust Lanham
Organization H
None
Organization I
TRUST
Do you have alternatives to Lanham products?
They rather sell Lanham, proven track record of doing what is right and making the solution work for the customer. Trust Lanham more than other companies.
FINE-GRAINED INFORMATION TRANSFER How do you use service&support?
EDI-issues, feedback on what other clients did or what they think is a good solution. Why do you call for support?
If we want a better understanding of an application. H&S update, they want to make sure they got the right picture, trained on old version, differences new version.
JOINT-PROBLEMSOLVING ARRANGEMENTS
Are you able to build customized products for the customer yourself?
Yes, not in Lanham areas. Don’t touch that, if they have an issue they will ask Lanham to do it themselves so they can preserve this for future versions (split costs)
How did you get to know Lanham?
Navision practice manager, Chris Young, became aware of ACDS, customer needed UPS shipping integration. E-ship was born there. For this client Dale made E-ship from scratch. Consultancy costs and quality
XXII
Organization J
None
Organization K
None
Organization L
None
Organization M
None
Organization N
None
Organization O
None
Embeddedness-matrix
Organization Trust FGIT JPSA Totals
