Nothing is really wrong, but there are very few questions, and none of them are about the features they or the sponsor were excited about at launch. You ask if they are using them, only to learn that the users’ stakeholders are asking for the same reports and metrics they always have.

I have been trying to crack this nut for years, with some success. Then I took a Change Management course that provided very valuable new perspectives. I’ll describe what didn’t work, and some more effective approaches I will use going forward.