BEYOND SAP GO-LIVE: REDEFINING CUSTOMER SUCCESS

It is often observed in the case of ERP implementation projects that they struggle to sustain value after launch. Usually, the real test begins well before the rollout. In an interview with Construction Week, Kaustav Das, VP and Head – SAP Customer Success, Highbar Technocrat, provides insights into why customer success starts far earlier in the transformation journey—and why organisations tend to get it wrong.

- 

With over 30 years of experience in digital transformation, how do you define success today?

Success today is no longer limited to immediate cost savings or faster implementations. While those metrics remain relevant, true success is achieved when digital solutions become an integral part of a customer's growth engine. Technology should enable long-term scalability, resilience, and innovation. At Highbar Technocrat, we focus on embedding SAP solutions deeply into business operations, so they continue to deliver value well beyond the initial implementation phase.

When does customer success actually begin in an SAP transformation journey?