1. The Cheerleaders

These are your early adopters and optimists. They’re genuinely excited about the possibilities—streamlined workflows, cleaner data, reduced manual work. They’ll volunteer for pilots, help troubleshoot, and spread enthusiasm.

• Strengths: High energy, great for building momentum.
• Risks: Overpromising what the system can do if not kept aligned with reality.
• How to Engage: Keep them informed so their messaging stays accurate. Give them leadership in demos and training sessions.

2. The Indifferent

This group doesn’t feel strongly one way or the other. They’ll adopt the system if required but won’t push for or against it.

• Strengths: They don’t create active resistance.
• Risks: Low engagement can turn into low adoption—especially if the ERP is seen as “just more work.”
• How to Engage: Show them “quick wins” that save time or remove frustration in their daily tasks. Make benefits personal and tangible.

3. The Skeptics

These are the people with folded arms in the back of the room—or the ones quietly raising sharp, uncomfortable questions. Skeptics often have valid concerns: fear of losing efficiency, uncertainty about new processes, or skepticism based on past failed initiatives. They may also be concerned about being replaced.

• Strengths: They see risks others ignore, and when they buy in, they’re deeply credible advocates.
• Risks: Left unaddressed, their doubts can influence the indifferent group into passive resistance.
• How to Engage: Involve them early, acknowledge concerns directly, and give them meaningful roles in the change process.

As Sommeta’s The Psychology of Change explains, people don’t resist change itself—they resist uncertainty and poorly managed transitions. In ERP programs, this uncertainty shows up differently for each group.

Why Skeptics Deserve Special Attention

Cheerleaders will help spread the word. The indifferent will follow the path of least resistance. But skeptics? They’re the loudest—and when they switch sides, they bring others with them.

Five Ways to Turn Skeptics into Champions

1. Invite Them Early – Include them in workshops, pilots, and decision-making—not just the launch announcement.
2. Acknowledge Concerns Publicly – Be honest about challenges and trade-offs. Skeptics respect transparency.
3. Show the “Why” Beyond Efficiency – Focus on what matters to them—less duplication, better reporting, reduced bottlenecks.
4. Give Them Roles as “Change Interpreters” – Let them explain changes to their peers in their own words.
5. Celebrate the Turnaround – Share real stories of skeptics becoming advocates to inspire others.

The Payoff

When you understand—and actively manage—the cheerleaders, the indifferent, and the skeptics, you create balance in your change approach. In ERP transformations, that means more than a smooth go-live—it means lasting adoption and stronger ROI.

And as Sommeta reminds us, lasting change isn’t about removing resistance entirely—it’s about guiding people through uncertainty toward a shared vision of success.