Enterprise Customer Implementation

The written playbook, operational runbook, and meeting cadence — all kept in sync with this map.

Momentum AMP · Enterprise Solutions Consulting

Enterprise Implementation AppProcess Map

Six phases. Seventeen stages. Four customer sign-offs and one internal handoff gate. Two to six months from signature through hypercare and formal handover.

Phases
6
Stages
17
Customer sign-offs
4
Duration
2–6 mo

The journey

P1
P2
P3
P4
P5
P6
1
5
7
8
10
2–6 mo
Signature to handover

  1. Phase 1

    Evaluate

    Sales working the deal. We assess how hard it will be and log every promise made before signature.

    Stages 0a–0c · Before signature

  2. Phase 2

    Commit

    Contract signed. Sales hands off. We get set up and run the customer kickoff.

    Stages 1–3 · 1–2 weeks

  3. Phase 3

    Define

    Discovery and scoping. The scope document gets signed and the dates become real.

    Stages 4–5 · 2–4 weeks

  4. Phase 4

    Build

    Configuration, the final trial conversion, customer testing and sign-off, then training.

    Stages 6–9 · 4–12 weeks

  5. Phase 5

    Launch

    Readiness check, go/no-go, cutover, then four to six weeks of hypercare and a confirmed move to steady state.

    Stages 10–11a · 4–6 weeks

  6. Phase 6

    Adopt

    Formal handover closes implementation within the 2–6 month journey; ongoing Customer Success, value reviews, and growth follow.

    Stages 12–13 · Handover, then ongoing

Role-based view

The process by accountable owner

Follow the stages from left to right. Each stage sits in the lane of the role accountable for moving it forward; customer questionnaires and sign-offs appear in their own lane.

Who owns each step?

Choose a role to highlight its work. Select any stage to open the instructions below.

Accountable role

G0

S0a

G0b

S0b

G0c

S0c

G1

S1

G2

S2

G3

S3

G4

S4

G5

S5

G6

S6

G7

S7

G8

S8

G9

S9

G10

S10

G11

S11

G11a

S11a

G12

S12

G13

S13

Enterprise Account Executive
Delivery Lead
Data Migration
Adoption & Training
Client Services / Customer Success
Engineering Authority
Optional branch starts
Custom development
Custom development
Custom development
Merge before go-live
Customer action
Questionnaire
Contract
Questionnaire
Questionnaire
Sign
Sign
Sign
Sign
Confirm
Handover
Sales → Delivery: AE signs the Opportunity Record; Delivery reviews it (G1)Delivery → Customer Success: Stage 12 handover completeCheck: customer signature

Stage by stage

Select a stage to see owners, outputs, and the exit test

1

Evaluate

Before signature

Customer questionnaire · Stage 0b Solution shaping · pre-contract

Momentum AMP Evaluate

Sent before contract by Enterprise AE. Unlocks: Proposal and contract. View details

Document link coming soon
2

Commit

1–2 weeks

Internal record · Stage 1 Handoff · internal handover

Momentum AMP AE Opportunity Record

Sent at contract signature, before kickoff by Nobody — internal only, never sent to the agency. Unlocks: Project Set-up is sent. View details

Document link coming soon

Customer questionnaire · Stage 2 Setup

Momentum AMP Project Set-up

Sent right after contract signature, once the AE Opportunity Record is accepted by ESC Delivery Lead. Unlocks: Discovery Workbook. View details

Document link coming soon
3

Define

2–4 weeks

Customer questionnaire · Stage 4 Discovery

Momentum AMP Discovery Workbook

Sent discovery, after Project Set-up (optional pre-contract path available) by ESC Delivery Lead. Unlocks: Scope is written. View details

Document link coming soon

Gate sign-off · Stage 5 Scope Sign-off

Momentum AMP Scope Sign-off

Sent end of discovery, before build by ESC Delivery Lead. Unlocks: Build starts; change control applies. View details

Document link coming soon
4

Build

4–12 weeks

Gate sign-off · Stage 7 Data Migration

Momentum AMP Data Accuracy Sign-off

Sent after the final trial conversion by Data Migration Lead. Unlocks: Final conversion is planned. View details

Document link coming soon

Gate sign-off · Stage 8 Testing

Momentum AMP Testing Sign-off

Sent when agency testing is complete by ESC Delivery Lead. Unlocks: Training and go / no-go. View details

Document link coming soon
5

Launch

4–6 weeks

Gate sign-off · Stage 10 Go-Live

Momentum AMP Go-Live Sign-off

Sent at the go / no-go meeting, before cutover by ESC Delivery Lead. Unlocks: Final conversion and go-live. View details

Document link coming soon
6

Adopt

Handover, then ongoing

Customer Success instrument · Stage 12 Handover · Stage 13 Grow

Customer Success review

Sent at handover and each review cycle by Customer Success. Unlocks: Ongoing account reviews (not an implementation gate). View details

sorry we are remolding these forms, coming soon

Custom development (if required)

Not every Enterprise account needs custom work. This branch only opens when standard configuration cannot meet a requirement. It runs in parallel with the main implementation and must be signed off before go-live.

  1. 1

    Need identified

    Stage 4 · Discovery

    The ESC Delivery Lead and Engineering Authority flag a requirement that standard configuration cannot satisfy.

  2. 2

    Scoping request

    Stage 4 · Discovery

    Capture the business problem, expected behavior, and out-of-scope boundaries in a formal request.

  3. 3

    Approve scope / cost

    Stage 5 · Scope sign-off

    Sign a Change Order or Custom Development SOW before any build begins.

  4. 4

    Build, QA & accept

    Stages 6–8

    Engineering builds it, QA validates it, and the customer accepts it during UAT before go-live.

Stage 5 documents

The Custom Development SOW and Change Order live with the Stage 5 documents above — attach or update them there.

Merge-back point

Built work must pass UAT at Stage 8 before the go / no-go gate at Stage 10.

Open document library

Four customer sign-offs and one internal handoff gate

G1 is the signed internal AE Opportunity Record reviewed by Delivery. The customer then signs scope, data accuracy, testing, and go-live. Each gate's evidence lives with that stage's documents.

Stage 1Sign-off gate

Internal handoff

Responsible roles: the Account Executive signs the record · the Delivery Lead reviews it before Project Set-up is sent

Stage 5Sign-off gate

The scope document

Responsible roles: agency scope signatory · agency controller · Delivery Lead · Account Executive

Stage 7Sign-off gate

Their data is correct

Responsible roles: agency data owner · agency controller · Data Migration Lead · Delivery Lead

Stage 8Sign-off gate

Testing passed

Responsible roles: agency project manager · optional agency subject-matter expert · Delivery Lead

Stage 10Sign-off gate

Go / no-go

Responsible roles: agency decision-maker · agency project manager · agency controller · Delivery Lead

Two busy periods for the customer

Their team gets stretched twice — during discovery and scoping, and again during testing and training. Both times they are doing project work on top of their day jobs. Tell them at kickoff, because this is where projects slip.

Peak 1 — Discovery & scoping (Stages 4–5)

Peak 2 — Migration review, testing & training (Stages 7–9)

Stage 0aStage 7Stage 13

The standing rules

  1. 01No delivery work starts before the contract is signed, except the approved Discovery Workbook exception: it may be sent after Evaluate for pre-pricing discovery, then must be re-confirmed after signature and recorded in the AE Opportunity Record.Internal-only
  2. 02The complete journey from signature through hypercare and formal handover typically takes two to six months.Internal-only
  3. 03Training is sold by Part G business-function category. Each elected category includes a design session and a delivery session. Additional trainer-led sessions require the Part G bundle or a change order priced at the Professional Services rate.Order Form Part G
  4. 04Order Form Part H carries a Target Go-Live Date, expressly projected and subject to scope and customer readiness. Approximately twelve weeks may describe the core delivery path, while the complete journey through hypercare and handover typically takes two to six months. The actual timeline is established by mutual agreement and becomes a commitment at the Stage 5 scope sign-off.Order Form Part H
  5. 05Any product, feature, enhancement, report, dashboard, automation, or workflow not defined in the Order Form or an attached SOW is out of scope for onboarding. It must be documented, evaluated, and assessed for time and cost before being added to scope.Order Form Part H, Change Control and Transition to Support
  6. 06Delivery Lead and Engineering Authority architect and write the scope jointly — Delivery Lead on process and delivery, Engineering Authority on the technology side. The customer approves it before moving forward.Internal-only
  7. 07Every promise made on a call goes in the Promise Log.Internal-only
  8. 08Escalations go to Delivery Lead, who takes them to Engineering Authority.Internal-only
  9. 09If MAC is in scope, the workflows get built before training. [NEEDS VERIFICATION] MAC is not an electable line in Order Form Part F and is described in MSA Schedule 3 as platform functionality. Confirm whether MAC is sold on a separate instrument before relying on this guardrail's trigger condition.Internal-only
  10. 10We do not hand over an unfinished account. Risk register at zero.Internal-only
  11. 11Momentum AMP maintains an ever-increasing set of standard automations, workflows and reports built into the Platform. No new products, features, enhancements, automations, workflows, reports or dashboards are contemplated under an Order Form unless specifically defined in it or in a separate attached SOW.Order Form Part J
  12. 12Ask once: no question repeats across forms. Every form opens with Agency name, Your name, Your email and Your title, with agency name pre-filled from the Evaluate. Anything that shapes scope, cost or timeline is collected before the Stage 5 scope sign-off.Internal-only