What a great summary, I could not agree harder. Some of the worst turmoil happens when suddenly 'business as usual' for customers/users you didn't recognize th

What a great summary, I could not agree harder. Some of the worst turmoil happens when suddenly 'business as usual' for customers/users you didn't recognize the full value of disappears, and the front line people have to say things like "the new system doesn't let us do that any more". You're absolutely right that they'll complain and drag their feet no matter what and that rock-solid leadership is needed to overcome this, but if you at least give them a way to do all the good-for-business stuff they did before in a similar time frame (with an overall faster/better system in the long run, of course), the majority of the sane ones will eventually come around.