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Launch week determines how people perceive the system for a long time afterward. Here’s what matters most.
Don't go through every menu. Take the five tasks each role performs daily and practice them in the system using real data.
A colleague who can answer simple questions is worth more than a support hotline. Give them a little extra training and make it clear that this is their role.
If anything has been postponed until the next release, say so in advance. If people discover it themselves in the first week, they will conclude that the system does not work.
Walk around, spend time in the room, and keep a Teams channel open. Make it as easy as possible to ask questions during the first week.
A field with an incorrect name or a view missing a column should be fixed the same day. Quick fixes build trust faster than anything else.
The first sales meeting after launch should be run in the system, not in a spreadsheet. Otherwise, you have told the organization that using the system is optional.
See who hasn't logged in. Reach out to them personally rather than sending a reminder to everyone—there's usually one specific thing holding them back.
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Published 9/29/2025
Jets Group was looking to modernize its business systems and planned to start with ERP. Along the way, it became clear that the foundation for growth lay not in the technology, but in understanding and improving customer processes.
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