The Real Secret to a Successful ERP Implementation

A successful ERP implementation rarely begins with everyone on the same page. In fact, if no one’s mildly panicking in week two, I start to get suspicious.

I was once brought into an ERP project that was already in trouble. The software was live, but no one was actually using it—not correctly, anyway. The CFO was frustrated, the operations lead had gone silent, and the frontline team was still working out of spreadsheets.

During a one-on-one with a warehouse manager, I finally heard the real issue: no one had taken the time to show his team how the new process worked in practice.

They felt ignored—and so they ignored the system. That conversation changed everything.

A successful ERP implementation requires organizational change, not just documentation. It comes from listening. From asking, “What’s not working for you?”—and truly caring about the responses.

That’s empathy in action, and it’s what helped us reset the project, rebuild trust, and get real adoption.

What Leadership Traits Lead to More Successful ERP Implementations?

It’s easy to assume that ERP failures are about technology.

But more often, they’re about leadership. Lack of vision, communication gaps, and assumptions can derail even the best systems.

In my experience, four leadership traits consistently show up in projects that go well:

• Empathy,

• Curiosity

• Humility

• Adaptability

When leaders create space for honest feedback and respond to it without ego, teams are more engaged and willing to embrace change.

Empathy, especially, is underrated in tech circles. But as this McKinsey article notes, empathetic leadership improves collaboration, performance, and innovation.

That aligns with what I’ve seen on the ground—the best outcomes come from leaders who listen first, then lead. And it’s often the human connection that builds trust when the system gets tough to navigate.

These qualities don’t just help the customer—they also strengthen internal project teams. When curiosity and empathy are baked into team culture, collaboration becomes more fluid, and people are more likely to raise flags before they spark fires.

Why Do ERP Projects Fail Without Soft Skills Like Empathy and Communication?

After that warehouse meeting, I started conducting brief one-on-ones with other frontline team members. It turned out their biggest issues had nothing to do with the system itself. They just hadn’t been trained, included, or consulted.

Such lack of inclusion is a common thread in troubled implementations. When people feel unheard, they disengage. And when they disengage, even the best-designed solution won’t stick.

It becomes a tool they tolerate—not one they trust.

Some of the most critical success factors for ERP implementation projects have nothing to do with code. They hinge on communication, trust, and making sure every voice has a chance to shape the solution. That includes cross-functional perspectives, not just executive sign-off.

I’ve seen projects pivot for the better thanks to insights from people who weren’t even part of the original planning group.

Bottom line? It’s not just about creating a change management plan—it’s about building a change conversation. When leaders model that mindset, team members feel more invested, and resistance tends to fade.

How Do Empathy and Curiosity Impact Software Customization and Migration Projects?

Empathy opens the door, but curiosity drives the conversation.

I don’t walk into a project assuming I know what’s broken. I ask. I listen. I walk the floor. That mindset is what helps uncover the friction points hiding in plain sight.

My business partner, Terri, wrote a great post on this: Curiosity Reveals Inefficiencies & Drives Innovation for B2B. It’s a reminder that real progress starts with thoughtful questions, not technical assumptions.

At Key Partner Solutions, we use this approach as your guide to a successful ERP journey. It’s not a fixed methodology but rather a shared mindset: “Ask more, assume less, and always design with the human side in mind.”

In one project for a manufacturing client, a single question about downtime procedures led us to uncover a workaround that was costing the business several hours a week. It wasn’t in the original scope. But curiosity made it visible—and empathy made it actionable.

The ability to uncover these "hidden inefficiencies" often defines the line between a good system and a great one. When teams feel like their voice shapes the outcome, they’re more likely to adopt, evangelize, and improve on the solution.

How Do Leadership Styles Affect Collaboration Within ERP Project Teams?

Leadership shapes culture. And in ERP projects, culture shapes outcomes.

I’ve seen teams where go-live was treated like crossing the finish line—followed by weeks of confusion, frustration, and finger-pointing. I’ve also seen projects where go-live was just another milestone in a collaborative, evolving process.

Can you guess which ones had better long-term outcomes?

How to implement an ERP system successfully can feel like a mystery.

But in reality, it just involves setting clear expectations, encouraging open dialogue, and making post-launch support part of the plan—not an afterthought.

Just as importantly, it requires leadership that stays present after go-live, instead of vanishing the moment the ribbon is cut.

This Tech Times article covers how adoption, satisfaction, and workflow improvements are better indicators of success than just "on time and on budget."

In fact, one of our most meaningful ERP implementation success stories wasn’t about flashy features or aggressive timelines. It was about a leadership team that stayed engaged, asked great questions, and supported their people from start to finish.

The project succeeded not just because the tech worked—but because the people using it felt supported.

And support doesn’t stop at go-live. It must be reinforced through thoughtful training, ongoing feedback loops, and leadership that keeps asking, “How’s it going?” even months after the rollout.

Leading the Human Side of Transformation

That warehouse project I mentioned? It ended up being one of the most rewarding implementations I’ve worked on.

Not because the system was perfect out of the box, but because we took the time to get it right—together.

Technology can enable change. But leadership makes it stick. There’s a lot riding on an ERP project—time, money, credibility. But what often determines success isn’t technical at all.

At Key Partner Solutions, we don’t just manage projects—we build partnerships. Our approach is grounded in empathy, curiosity, and a deep respect for how people actually work. Think of us as your guide to a successful ERP journey.

If you’re ready to explore what a successful ERP implementation could look like for your organization, let’s talk.

About Matt Keyes

Matt Keyes is a visionary leader, founder and CTO of Key Partner Solutions. With over two decades of experience in Microsoft Dynamics, he is passionate about driving digital transformation for businesses through innovative technology solutions.

His deep technical expertise, combined with a strategic approach to solving business challenges, makes him a sought-after thought leader in the industry.

Today, Matt is focused on empowering companies to unlock new levels of growth and efficiency through cutting-edge software development and consulting.

Connect with Matt on LinkedIn.