The document discusses success factors for customers of Celonis, a software company. It identifies three main success factors - strategy, organization, and execution. Within each factor, it lists specific elements that contribute to customer success, such as having a clear strategic vision, organizational structure, and change management plan. It also provides a framework for customers to score themselves on the success factors, identify actions to improve weak areas, and ensure execution and learning from their Celonis implementation.

1. Success Factors for Celonis
Alessandro Petri
Senior Customer Success Manager
Celonis

2. Agenda
1 Framing the picture
• Houston! (we used to have a problem)
• Finding the success factors
2 Success Factor focus
• Strategy
• Organization
• Execution
4 Q&A
3 Using the Success Factors
• Score
• Determine Actions
• Ensure Execution
• Learn

3. Framing the picture - Houston!
Requirements
& Scoping
Infrastructure
& Data
Integration
Process
Connection &
Analyses
Setup
User
enablement
Validation &
Handover
Implementation and Onboarding phase...

...and then?
• We are a software vendor (but our technology is inherently transformative)
• Our goal at Celonis: create value for our customers, therefore…
• …we must support our customers for better value generation on the mid-long term
How do we do this?

4. Framing the picture – Finding the Success Factors
Real-world observation and feedback
(what makes our most successful customers so successful?)
Academic literature
(esp. management studies)
Execution
Organization
Strategy

5. Success Factor focus: Organization
Strategic Fit
ExecutionOrganizationStrategy
Fitwithstrategic
initiative
Does Celonis fit with an existing strategic
initiative?
(e.g. Digital Transformation program)?
StrategicVisionfor
Celonis
Is there a clear strategic vision for Celonis? Is it
known by the right Stakeholders?
Sponsorship
ActiveBoard/C-Level
commitment
Is there active commitment by top level (Board
or C-Level) management?
Budget
Does the customer have enough budget
allocated to Celonis for License + IT + Resources?

6. Success Factor focus: Organization
Organizational Fit
ExecutionOrganizationStrategy
Organizational
Structure
Is there an organizational structure in
place to properly support Celonis and
related initiatives? Are roles and
responsibilities defined & assigned?
Celonis
Ownership
Is there someone in the customer's
organization who is appointed with clear
responsibility and decision making on
everything Celonis-related?
Business
Stakeholders
involvement
Is business leadership involved ad mid
and high levels (e.g. GPOs, Team leads,
…)?
Resources
Capacity
Are enough FTEs allocated?
Skills
Are resources well-skilled?
Culture
Mindset
How open to change and to continuous
improvement are employees within your
organization?
Motivation
Are people motivated and actively
collaborating on the initiative?
Champions
Do you have people in the organization
who are enthusiastic opinion leaders on
Celonis and actively promote it?

7. Success Factor focus: Organization
Planning & Management
ExecutionOrganizationStrategy
Change
Management
Is there a change management plan? Are
there change agents? Are concerns
addressed properly? Is resistance to
change well managed?
Project/Program
Management
Are there clear goals, a clear scope and a
sound plan with well-defined milestones?
Value Creation
Generating
Findings
Can your users find use-case and
determine improvement potential?
Executingon
Findings Is action taken over findings? Are
improvements initiatives actually
implemented?
Technology
IT
Infrastructure
Is the IT infrastructure in place,
correctly sized and accessible? Are
performance adequate for users?
Dataquality&
Availability
Is data readily available with the
right quality?
Maintenance
&Support
Is application owned on a technical
level, maintained and supported?
Communicating
Success
Is value documented and shown to the
right stakeholders?

8. Framing the picture – Using the Success Factors
Ready for the next round!
Determine actions
to improve what’s bad
Learn, share and improveScore yourself on
success factors
1
Backlog of prioritized improvement
actions
Ensure execution
2 3 4
Success Factors Scoreboard Kanban board
For execution
Validated
Learning

9. Q&A

10. Thank you for participating!

11. Thank you!