Insights
Go-live is when the customer starts measuring you
The project plan ends at cutover. The customer starts a stopwatch.
Short pieces on surveys, go-live, and the front door. Examples in these notes are illustrative. They are not a client’s results.
The acceptance test is an interval
Quote time, first reply, and order confirmation are the real acceptance test of a new ERP or CRM. The system can be live and the customer can still be waiting.
Pick three intervals. Publish a target. Make aging visible. Stop running a side spreadsheet that only one person can explain.
A target is not a result
A 24-hour reply goal is useful because it is specific. It is not a result until you can show the interval. Until then, say it is a target.