Customer Success Management

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 NO IMPLEMENTATION WITHOUT CUSTOMER SUCCESS MANAGEMENT (CSM) - A COMPREHENSIVE CONSIDERATION OF ALL RELEVANT FACTORS AS A KEY TO SUCCESS

​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.

 ACHIEVING GOALS WITH CUSTOMER SUCCESS MANAGEMENT

 

When working together with our Customer Success Managers following goals can be achieved:

  • Comprehensive coordination of the corporate strategy as part of the project and the communication into the organization with the goal of obtaining the most possible approval for the strategy of the workforce

 

  • Comparison of the complexity of the upcoming project and the ability (readiness) of the organization with the aim of evaluating opportunities and risks, as well as developing measures for successful implementation

 

  • Monitoring the success of the project in consideration of all relevant factors and the corporate strategy

 

  • Quality control on the part of the implementer and the customer through independent consideration of the implementation details and progress

 

  • Increasing the willingness of employees to change by means of active change management

 

Our experienced Customer Success Managers deliver consistently measurable results over the entire duration of the project implementation what contributes to a continuous process improvement.

We look forward to accompanying you on successful projects!

 SEND US YOUR INQUIRY


Contact

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Andreas Palsbröker

Managing Director Rödl Dynamics GmbH

+49 731 725573 02

Send inquiry

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Michaela Gaßmann

Associate Partner

+49 731 725573 30

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 MICROSOFT PARTNER

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