We’ve seen projects where almost all the focus went into getting to go-live. And then the energy just faded. After months of chasing that deadline, it’s natural for the organization to need a breather. But if the outcome is that the system is maintained rather than evolved along with the business, the results will fall short of what was intended.
That’s why we, like many others, felt ERP implementations needed a stronger focus on what happens after launch. We started talking about “Customer Success” as a way to shift that focus and make it clear that go-live is really just the beginning of the journey.
What “Customer Success” means to us
When we started working with Customer Success, it meant designing a project model where the same consultants who were there from the start also stay on afterwards — supporting the client, answering questions quickly after go-live, and continuing as one team that already understands the business.
“We’ve seen how big the difference is when clients don’t get stuck in a ticketing system, but can speak directly with people who already know their business,” says Marcus Haga, Software Developer.
Moving from “maintenance” to “Customer Success” means much more than new terminology. It means we schedule regular follow-ups with key users, often on-site, to capture challenges and ideas. Businesses evolve, and systems have to evolve with them, or progress quickly stalls.
We also work with full transparency. We show what’s been delivered, track how the solution is used in practice, and invite open discussions about improvements. New features in new releases are tested together with key users to keep motivation high and strengthen ownership across the organization.
Just as important, we’ve learned to create space for strategic dialogue. Not just about fixes and support, but about roadmaps, skills, and new opportunities. That’s where we add the most value: when we act as a partner, not just a provider.
Beyond the buzzword
Now even “Customer Success” is starting to sound a bit overused. It’s become somewhat of a label. But it’s still an important concept — one that helped us move focus from “maintenance” to something more dynamic: a continuous journey where the system keeps driving business value over time.
Maybe we haven’t found the perfect word for it yet. But the name isn’t what matters, it’s the direction. The goal in every major project is the same: to ensure that the system continues to evolve, deliver value, and support the business long after go-live.
Curious about how we work with Microsoft Dynamics 365 after go-live?
Get in touch and we’ll be happy to tell you more.