My Five Commandments of Customer Success: How I Approach CS for Planning Software

In today’s fast-evolving business environment, certain principles guide every successful journey toward meaningful results. As a Customer Success professional, I always keep five commandments at the forefront - rooted in data, processes, and a relentless focus on delivering value - that define how I approach my work. These principles provide structure and discipline for navigating complex planning software implementations, ensuring long-term success for my customers. While there are many strategies and every-day tactics to consider, these five are essential for me when driving Customer Success and looking at my clients.

1. DATA, DATA, DATA

“Without data, you’re just somebody with an opinion.”

Data isn’t just a “nice to have” for an organization - it’s everything. Businesses that effectively leverage their data consistently make more informed decisions, leading to far better results. Accessible, understandable, and actionable data transforms how organizations function by driving operational efficiencies, identifying risks, and uncovering new opportunities.

As Harvard Business School highlights, data-driven organizations are three times more likely to see significant improvements in decision-making compared to those that rely less on data. Furthermore, PwC found that companies leveraging data are 19 times more likely to achieve sustainable success.

The key is ensuring that data isn’t siloed, inaccessible, or misinterpreted. When all teams can harness reliable, clean data, businesses shift from merely reacting to challenges to proactively anticipating them. This foundational reliance on data is what separates thriving organizations from those struggling to keep up in today’s fast-paced world.

2. KPI’s ARE MY LOVE LANGUAGE

“We understand the world through key figures.”

Key Performance Indicators (KPIs) or Success Metrics are the backbone of tracking progress - both operationally and strategically. They allow us to measure the ROI of digital transformations or software solutions.

Well-defined KPIs serve as a compass, guiding teams toward shared goals. Whether we’re tracking forecast accuracy in finance, inventory improvements in supply chain, or real estate utilization in retail, the principle remains the same: without clear benchmarks, companies struggle to quantify success.

It’s surprising how many organizations embark on digital transformations without clear goals or measurable KPIs. Gartner found that many initiatives fail due to a lack of measurement and strategy. Defining KPIs from the start ensures that projects remain focused, aligned with business outcomes, and measurable over time.

Ultimately, KPIs provide a transparent path to success, helping customers stay focused on their business outcomes and put SaaS expenses in context with ROI.

3. SH*T IN, SH*T OUT

“Magic occurs only with clean data.”

Let’s return to the importance of data. High-quality source data is non-negotiable - poor data quality leads to poor results, no matter how advanced the technology. According to Gartner, poor data costs organizations an average of $12.9 million annually. "And apart from the immediate impact on revenue, over the long term, poor quality data increases the complexity of data ecosystems and leads to poor decision making."

In my experience, many challenges arise early due to inconsistent or incorrect data entries in systems like CRMs, ERPs, or data lakes. Ensuring clean, accurate data before any implementation begins is crucial. Not only does this lead to better outcomes post-implementation, but it also improves project success rates, keeping timelines and budgets on track.

In short: high-quality data is essential to avoid costly mistakes and ensure success down the line.

4. MAKE PROCESSES GREAT AGAIN

"Efficiency is key!"

Effective processes are the backbone of any successful digital transformation. Many organisations fail to unlock the full potential of digital solutions because they replicate outdated or inefficient legacy processes. As Deloitte points out, a holistic approach to digital transformation requires rethinking processes to align them with the capabilities of modern technology.

Rather than simply lifting and shifting old workflows into new digital tools, organizations must redesign processes to leverage automation, improve operational efficiency, and increase scalability. By taking a strategic, process-oriented approach to digital transformation, businesses align their digital investments with their overall goals, reducing friction and enhancing adaptability across teams.

By optimizing processes, companies can ensure efficiency, scalability, and long-term success in their digital initiatives.

5. CHANGE MANAGEMENT + ENABLEMENT = ADOPTION

"Change is inevitable, but chaos is optional."

Change is inevitable, but without proper management, it can lead to chaos—or worse, rejection by end users. As explored in Harvard Business Review’s “Cracking the Code of Change,” two key approaches to change management - focusing on economic value and emphasizing organizational culture - are critical to managing transitions successfully.

In practice, effective change management means involving key stakeholders early, establishing change champions, and providing continuous support. This way, organisations overcome resistance and secure successful adoption of new processes and systems.

By focusing on both cultural alignment and performance goals, businesses can navigate change smoothly, ensuring that new technologies and processes are adopted successfully across the board.

Conclusion:

In closing, these five commandments—centered around data, KPIs, process optimization, and change management—are not just guidelines but essential pillars in my approach to Customer Success. They provide structure and clarity amidst the complexities of planning software implementations, ensuring that both short-term objectives and long-term business outcomes are consistently met.

Success in Customer Success isn’t achieved overnight. It’s the result of building a foundation of trust, leveraging actionable insights, and working collaboratively with clients to navigate change effectively. By staying true to these principles, I can help my customers unlock sustainable value - not just from the software they implement, but from the strategic decisions that shape their future.

Sources:

1. Harvard Business School on Data-Driven Decision-Making
2. PwC on Data-Driven Strategic Decisions
3. Gartner on Digital Transformation Failures
4. Gartner on Data Quality Costs
5. Deloitte on Digital Transformation Approach
6. Harvard Business Review on Change Management

Goodie for you bellow: Thanks for reading :) Here′s a motivational poster referring the 5 commandments. DM me, if you like to have it in good, printable quality.

/kr Finn