Discovery and planning
Interviews, information review, opportunity assessment and roadmaps are distinct deliverables. Define the participants, documents and who will implement the resulting plan.
Implementation and software
Development, configuration, integration, testing, training and handover should have agreed milestones. Identify model, software, cloud and platform charges separately, including account ownership and who pays them.
Operations and usage
Maintenance can be defined by scope and period. Usage-based charges need a measurable basis. Discuss response expectations, maintenance windows and change handling before work begins.
Cost is not the same as return
Service expenditure and customer value are different measures. Use the customer’s baseline and trial evidence to assess improvement, rather than treating a demo or an industry figure as the project’s return.