Onboarding is free. It costs a fortnight of the delivery team.

The cheapest concession in the negotiation is usually the most expensive thing the business owns, and it rarely appears in the acquisition cost.

By Steve 5 min read
Abstract bridge artwork for Onboarding is free. It costs a fortnight of the delivery team.

A firm knows what it costs to win a customer. Marketing spend plus sales salaries divided by new logos, and the number is defensible. What the number almost never includes is the two or three weeks of senior delivery time that follow the signature: the data migration, the configuration, the training sessions, the hand-holding through the first month. That work is real, it is done by the most capable people in the business, and because no invoice is raised for it, it sits in the delivery cost centre as a…

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