Validate fit before commercial negotiation
Due diligence should begin with workflow and delivery fit, not discount negotiation. Commercial terms matter after operational capability is proven.
Ask vendors to demonstrate how your exact process will run, including edge cases and escalation scenarios.
Document implementation scope clearly
Implementation ambiguity causes project delays. Define what is included: migration, integrations, templates, training, and stabilization support.
Assign named owners from both sides and set milestone timelines with acceptance criteria.
Audit contractual risk clauses
Review clauses related to pricing revision, service continuity, data ownership, and termination support carefully.
Critical SLA and support commitments should be explicit in contract language, not verbal assurances.
Run reference checks with intent
Reference calls should focus on go-live quality, support responsiveness, and stability under peak load, not only general satisfaction.
Prefer references from labs with similar size, test mix, and operational complexity.