The Implementation Kickoff Pack

New customers flounder after signing: [OUR PRODUCT, TYPICAL IMPLEMENTATION LENGTH, WHERE DEPLOYMENTS STALL, WHAT THE CUSTOMER MUST DO VERSUS WHAT WE DO, ONE IMPLEMENTATION THAT WENT WELL AND WHY]. Build the kickoff pack: the mutual timeline with named owners on both sides (a plan with no customer owner is a hope), the week-one checklist that gets an early win visible, the 'what we need from you' list with effort estimates, the escalation contact for when their champion goes dark, and the definition of 'live' written down so go-live is not a debate.