NetSuite Change Management: Listen and Learn

Learn more about NetSuite Customer Success: https://tinyurl.com/kyuapfmn In this episode of the NetSuite Podcast, cohost Megan O’Brien is joined by NetSuite’s own Alexandra Wright, senior education and user adoption consultant, and Jessica Jennings, senior program manager, to discuss change management. They start by giving an overview of the change management topic [5:37] and how those implementing or expanding their NetSuite instance can incorporate it. Jessica and Alexandra then delve into NetSuite’s specific methodology for change management [11:35]. They discuss the role of learning in change management [29:04] and conclude the episode with advice on where listeners can learn more [33:03]. NetSuite Change Management Vlogs: https://tinyurl.com/296ah7r7 Free Learning and Change Management Content: https://tinyurl.com/bdcdsn7n Follow Us Here: Alexandra Wright: https://www.linkedin.com/in/alexandrawright4/ Jessica Jennings: https://www.linkedin.com/in/jessicahannusch/ Contact NetSuite Sales - https://social.ora.cl/6009wKalv Learn More about NetSuite ERP - https://social.ora.cl/6003wKaxv Learn More about NetSuite HCM - https://social.ora.cl/6007c4Kih Learn More about NetSuite Analytics & Reporting - https://social.ora.cl/6007c4znL NetSuite Customer Success Stories - https://social.ora.cl/6005c4zt9 Follow us here: LinkedIn: https://social.ora.cl/6000wKFhC X (Twitter): https://social.ora.cl/6007wK2zD Instagram: https://social.ora.cl/6003wK2Hv Facebook: https://social.ora.cl/6005wK2Dv #NetSuite #NetSuiteLCS #ChangeManagement #NetSuiteERP #ErpImplementation #SoftwareImplementation --------------------------------------------------------------- Episode Transcript:

00:00:00:00 - 00:00:36:14 

Unknown 

Hey Suite listeners. Welcome to the NetSuite podcast. I'm Megan O'Brien, a co-host of the podcast, and today I'm excited to continue our Listen and Learn series. We started this podcast series with the goal of giving customers useful tips and tricks that will help them get more out of NetSuite. For part three of this series, we'retalking change management and how you can use it as a strategic lever to maximize your ERP software and create a more agile, responsive organization. 

00:00:36:16 - 00:01:00:17 

Unknown 

So today we have two guests joining us, Alexandra Wright, who is a senior education and user adoption consultant, and Jessica Jennings, a senior education program manager, both from NetSuite. You actually might remember Jessica from a network podcast episode about a year and a half ago. We're so excited that she came back on the show in this episode. 

00:01:00:18 - 00:01:34:10 

Unknown 

These two change gurus highlight the critical role of change management and aligning people and processes with new systems, ensuring sustained user adoption. They cover key factors like communication strategies, leadership engagement, and structured methodologies to drive success. So stay tuned. We're jumping into all this and more next. You are listening to the NetSuite Podcast, where we discuss what's happening within NetSuite, why we're doing it, and where we're heading in the future. 

00:01:34:12 - 00:02:02:06 

Unknown 

We'll dive into the details about the software and the people at NetSuite who are behind all the moving parts. We'll also feature customer growth stories discussing the ups and downs of running a company and how one integrated system can help your business continue to scale. And welcome Alexandra and Jessica. We're so excited to have you on today to talk about something we hear a lot about in the software world, change management. 

00:02:02:08 - 00:02:25:16 

Unknown 

We're excited to be here. So where are the two of you joining us from today? So I am joining you again from Austin, Texas. I had been on the podcast once before and loved it, so I'm glad to be back. But I'm still here in good old Austin, Texas. Yeah, and I'm joining from San Diego, California. Wow, look at you both in sunny, warm places. 

00:02:25:17 - 00:02:54:12 

Unknown 

That sounds great. It really is. It is. I can't complain. Well, to start out, can you tell us a little bit about yourselves and your role in that suite? Yeah, I'd be happy to jump in here. My name is Alexandra. As mentioned, I have been with NetSuite for going on four years. And my background is actually in organization psychology, which is a super niche area of psychology. 

00:02:54:13 - 00:03:25:10 

Unknown 

That's actually one of the fastest growing spaces in business, which is imaginable as we're in a point in time where it feels like everything is changing as rapidly as possible. So my job here at NetSuite is an education and user adoption consultant. And like I mentioned, I started here going on four years ago. And the business has evolved a lot and so has my role. 

00:03:25:10 - 00:03:54:07 

Unknown 

And so a lot of the work that I do now is really focused on change management, helping our customers succeed with their not suite implementations, as well as working on some internal work. And, I'll follow up with that. And, that's great. I didn't I don't even think I have, as many fun things to share, but, I did have to pull up my calculator because I was like, shoot, I don't know how many years I've been with NetSuite at this point, but it's almost eight. 

00:03:54:07 - 00:04:14:05 

Unknown 

I started at Oracle Customer Success and then moved into working at NetSuite. I actually supported a lot of our customers directly as a consultant and change management for quite a long time. But now I serve the team more in developing our change management content services, the program all around that. 

00:04:14:07 - 00:04:34:15 

Unknown 

And it's such a passion area for me. So it's just a super fun area of work for me to come in and do every day. And I guess it keeps me loving my job, because now it's been almost eight years. So you're a part of NetSuite Education Services and Learning Cloud Support or LCS. Could you remind our listeners what your team does? 

00:04:34:17 - 00:05:06:00 

Unknown 

Yes. So we’re in LCS or Learning Cloud Support is a lot of times what you'll hear. So we are a part of the NetSuite Customer Success ecosystem. And our role is really serving NetSuite customers throughout their journey with learning and change management services, tools, content, you name it. To really just help them unlock more value out of their software and using NetSuite in their extended kind of, expansions and add ons, and also foster long-term adoption for their users long term. 

00:05:06:02 - 00:05:33:23 

Unknown 

Now, for those who don't know, this marks another episode in our series of Listen and Learn with LCS. This is actually our third episode. I believe the other topics were NetSuite dashboards with IB, which I'm sure was a super fun session and reporting capabilities with Mark. So two phenomenal knowledge sources. Your listeners should definitely add that to your listening queue if they haven't already. 

00:05:34:04 - 00:06:01:17 

Unknown 

Well, I can't wait to dive in a bit more. Can you tell us more about our topic of change management today? Yeah, absolutely. You know, I always like to start with when we're going through a digital transformation. It's so easy and, good to have a strong focus on the technology side of things. But in reality, we also, when going through a digital transformation, have this people side that's impacted too. 

00:06:01:22 - 00:06:28:07 

Unknown 

And that's just as, if not more important than focusing on the technology change. If we don't have balance between managing the tech side and managing the people side through a change, having successful user adoption is honestly likely impossible. And it is just easy because your eyes just kind of turn to it to focus on the tech side. When you're maybe implementing something new or adding on additional modules to a software. 

00:06:28:12 - 00:06:47:21 

Unknown 

But since that's what we are actively making decisions for, we want to remind, the listeners of this podcast that there are so many things that you could do to support the people side of your business during this time to and when you're including change management in your software initiatives, a big impact that we can make is risk mitigation. 

00:06:47:23 - 00:07:13:20 

Unknown 

And because so much of the risk with digital transformations is really not actually the software working technically or not working in its technical state, but more that the software is not being adopted by the people.And I think, there is a crazy stat that I read the other day that said something like around 80 something percent of individual users are reluctant to buy in and accept a new software system, and that's a lot. 

00:07:13:21 - 00:07:34:17 

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