建立客户成功组织为新的工业自动化时代

最初发布在vention.io上

For a long-time, companies developing robotics and industrial automation technologies relied on their distributors and integrators for customer support. In some cases, support resources (i.e., user manuals, maintenance manuals, and demo programs) were even gated on the OEM’s websites. These tactics, carried over from a more traditional era, made the post sales experience centered on the OEM, not the clients. The democratization of industrial automation technologies and the emergence of制造自动化平台（地图）are changing client expectations of customer service. As a result, some organizations within the automation industry are moving forward with a completely new approach.

Clients’ shifting expectations

A new type of user is entering the industrial automation space, and they have grown accustomed to the flexibility of modular solutions, simplicity of code-free programming, and convenience of e-commerce transactions. Beyond ease of use, these next-generation customers expect the same support from their enterprise vendor as they would from any direct-to-end user company. If not more. Success for this new generation of customers means designing and deploying industrial automation technologies on their own. They want to become experts with the emerging industrial technologies, and expect their vendors to be by their-side, not just to make the project successful today but also to ensure they acquire the skills to succeed tomorrow.

Customer success replacing technical support

These new customers force the traditional technical support organizations to expand their mission beyond service ticket management. Taking a holistic approach to the pre and post-sales user experience, customer success organizations ensure that clients can be successful with their automated equipment project and have a pleasant experience every step of the way.

This starts with intuitive and self-discoverable products that don't force the end-user to open-up the user manual. Because of their active role in post-sales support, customer success organizations tend to become a proxy for the voice-of-customer. They are aware of edge use-cases, complex user interfaces, and missing documentation, and consequently can provide invaluable feedback to the product team.

客户成功也具有用户教育的使命。从产品教程到操作指南和社区论坛，客户必须充满信心，支持资产可以容易就其感兴趣的主题获得。创建和维护最新的支持资产并不是一件小事，但是与客户有密切的关系，组织可以更有效地管理客户支持基础架构。

最后，客户成功必须提供响应迅速有效的客户支持。From easily retrieving the client’s project data (when granted authorization by the client), to having the ability to remotely connect to the client’s equipment to diagnose issues or showcase software functionalities, to having an infrastructure that can reproduce the clients setup, the primary mission of the customer success organization is to ensure that equipment in the field is operating at its best.

不用说，客户成功组织的任务是广泛的（即产品，用户教育和客户支持），但它以任务为中心：使每个用户从项目的开始到结束。

客户成功的路线图用于制造自动化平台

The manufacturing automation platform (MAP), bringing modular automation components into a cloud-based design software, enables a portfolio of next-generation assistive features along the design-to-deployment cycle. It’s no surprise that the customer success organization is the natural sponsor for several of these features.

At Vention, some features are tablestake like our资源库托管指南，教程和网络研讨会或我们的社区论坛，授权货币社区分享最佳实践和权力用户技巧。其他人则旨在提供更具人为的体验，例如直接可在机器构建器内部访问的互补设计审查服务。最后，启用技术的产品功能，例如自动生成的组装图纸和设计验证检查器，将客户的成功提高了一步，不仅提供了无缝体验，而且还可以通过缩小项目时间来直接为最终用户创造价值。

Vention’s manufacturing automation platform (MAP) lets users go from an idea to a deployed machine in a fraction of the time and cost it would traditionally take.

Here are some of the ways Vention supports customer success:

Vention的客户成功团队在跨功能上工作，将重要的性能指标和客户反馈整合到产品开发中。它们是创造能够增强下一代工业自动化用户能力的产品的推动力。

好奇Vention的客户成功团队如何支持您的下一个工业自动化项目？对最近的经历有反馈吗？立即通过info@vention.io与您联系。