Separate go-live from value
Distinguish technical go-live milestones from customer value milestones in onboarding plans.
The move: stop treating “live” as the finish line. Technical launch is an operational milestone. Customer value is an outcome milestone. Both matter, but they answer different questions. Technical launch asks whether the system is available and configured. Value asks whether the customer is using it in a way that improves work. This distinction matters because teams tend to optimize what they measure. If the tracker ends at go-live, the organization naturally underinvests in the adoption moments that happen right after launch. Those post-launch moments often determine whether TTV stays short or stretches into months. A practical fix is to…
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