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Takes a new customer from signature to working — setting a definition of live that both sides agreed before the contract was signed, planning and staffing the implementation, running data migration an
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Takes a new customer from signature to working — setting a definition of live that both sides agreed before the contract was signed, planning and staffing the implementation, running data migration and integration realistically, training the people who will actually use it, and handing over to the ongoing relationship. Use this to design an onboarding motion, rescue a stalled implementation, work out why customers who bought never went live, or scope the services a deal actually needs.
Takes a new customer from signature to working — setting a definition of live that both sides agreed before the contract was signed, planning and staffing the implementation, running data migration and integration realistically, training the people who will actually use it, and handing over to the ongoing relationship. Use this to design an onboarding motion, rescue a stalled implementation, work out why customers who bought never went live, or scope the services a deal actually needs.
The period between signature and first real use is where the largest share of preventable churn is created, and where a customer's opinion of the product is formed permanently.
The most common implementation failure happens in the sales cycle: nobody wrote down what success would look like, so the project has no finish line and every party quietly holds a different one.
Define the go-live criteria concretely — which teams, doing what, with what data in place — along with the date, who does what on each side, and what the customer must supply. Put it in the contract or an agreed plan before the deal closes, not after.
Sales commitments become implementation scope. If a deal was won on something the product does not do yet, the implementation team inherits it. Route that decision back to whoever can make it rather than absorbing it silently.
Nothing predicts implementation failure like the absence of a named, empowered owner on the customer side. They need authority to make decisions and time genuinely allocated. If the customer cannot name that person, the project is at risk before it starts, and saying so early is a service.
Set a cadence from the beginning and hold it — a stalled implementation almost never announces itself; the calls quietly stop being attended.
Get one team doing one useful thing quickly, then widen. A phased approach produces a customer who has seen the product work, which changes every subsequent conversation.
The alternative — configure everything, migrate everything, launch to everyone — pushes all the value past a long window during which nothing works and the sponsor is defending the purchase.
Both are routinely under-scoped because both depend on the customer's environment rather than
yours. Profile their data early; expect it to be worse than described. For the mechanics of moving
it, technology:data-migration covers the discipline.
Integration work depends on the customer's other vendors, their change windows, and their security review — none of which you control. Establish those constraints in week one rather than discovering them in week six.
Feature training teaches people what the buttons do. Task training teaches them how to do their actual work in the new system, and only the second changes behavior.
Train close to go-live, not months before, and train the people who will use it rather than only the project team. Leave behind material they can use without you.
An implementation that ends when the project ends leaves the account with nobody. Hand over with context — what was configured and why, what was deferred, what is fragile, who the people are — and confirm the receiving side has it rather than assuming.
references/sources.md in this skill lists the outside authorities that settle the questions
here — what each one is authoritative for, and what you may do with it. Check them before
answering on anything they cover, and cite what you used. Most are free to read and not free
to reproduce; the use note on each is binding.