Customer Success Management

​The economy and therefore the demands on technology and processes, but also on people, are changing rapidly. The consequences are complex requirements for projects in companies and organizations.

Until now the focus in implentation projects has been on technology. However, changes in technology (e.g. through software introduction, updates etc.) also bring about changes in the work processes and thus in the working methods of the people employed in the company.
To successfully complete a project, more factors need to be considered than just the technological implementation - a current study shows that four pillars are crucial for the success of the project:

Compared to a typical project manager who is looking at the project from the perspective of his client, our Customer Success Managers are objectively and interdisciplinarily defining the success-critical factors of a project, tracking and verifying them with the client in regular intervals. Customer success managers keep all elements of the project success in view to ensure the quality of the implementation. Customer Success Management thus forms an additional, independent entity between project management and management.

Our Customer Success Manager contribute to the success of a project by constantly communicating the changes in the organization, creating transparency in all areas and empowering employees to drive changes. They provide a variety of tools and methods to our customers, especially a direct communication to all project participants as well as short coordination and decision paths.
The pillars "Business Processes", "People Management" and "Solution Strategy" do not deal with the technology but with the people behind them. The human factor therefore accounts for up to 70% of the ROI in projects and is an essential success factor. That is why our Customer Success Managers are supported by our certified Change Managers.