At the 2015 Smart Manufacturing Summit in Indianapolis, attendees participated in an exchange of ideas and best practices on Harnessing Technology to Increase Customer Demand. Their ideas and experiences are shared here.
– With regard to charging customers based on risk-sharing and improved output, attendees said don’t hesitate to pursue it, but beware of the amount of data you will need to manipulate and make sure you have that capacity.
– In addition, make sure you have a complete business case developed so you can monitor your results.
– Also, be sure to watch the market closely, as changes can affect the success of this type of charging philosophy.
– For streamlining the data you provide to online customers, use software that pulls data from other sites and aggregates it, rather than having your customers enter it.
– Use of mobile technology such as tablets, laptops and smartphones to easily enter data from sales / service calls and to mine available data on customers is critical.
– When adding sensors to equipment that you sell, also add in a tablet device with the programming that will aid in getting the feedback from the sensors—offer the complete package instead of leaving it to the customer.
– Those who use CRM systems highly recommended non-users to adopt it, but warned that they needed to partner with companies and consultants that know how to generate the reports that are the most effective in managing the information.
– When adopting CRM, make sure you synchronize your other databases within your ERP (inventories, financials, etc.) with the CRM module so you have a “single truth”.
The facilitator for this session was Dale Arnold, Management Consultant, Arnold & Associates, firstname.lastname@example.org.