Delighting Customers with IoT
Written by Evsasan Chettiar
In today’s evolving business landscape, the Internet of Things (IoT) has emerged as a game-changer, enabling enterprises to leverage interconnected devices and data to unlock new opportunities. However, deploying IoT solutions is not merely about adopting cutting-edge technology; it’s about ensuring these solutions deliver real value to your business. A key element in delivering this value is the role of the Customer Success Manager (CSM).
It is the view of the author that the responsibilities of a customer success manager are not exclusively hers / his. The most progressive developers, solution engineers, salespeople and project managers maintain productive relationships with their counterparts at the partner organisation. Many hands make light work, and the greatest partnership impact is achieved when productive relationships exist between different teams of the partnering organisations. The Customer Success Manager is accountable for orchestrating the engagement interface such that the right people at the supplier are in contact with the right people at the partner / customer.
Understanding Customer Success Management in IoT:
At its core, Customer Success Management is all about empowering customers to achieve their desired outcomes with your IoT solutions. This involves understanding their unique challenges, aligning the selection and operation of IoT platform with their specific business goals, and offering continuous support to ensure maximum return on investment (ROI).
Comparable to a personal trainer guiding someone through a fitness journey, the CSM serves as the dedicated coach for enterprise customers, providing insights, addressing concerns, and celebrating successes.
Practically speaking, the customer success manager is responsible for defining the rhythm of an IoT partnership (based on the context and appetite of the partner and resource availability and commitment from the supplier), developing the partnership’s performance indicators in line with with the partner considers to be “successful” and leading business reviews or steering committees with C-level executives to discuss and celebrate progress regularly, share lessons learnt, investigate challenges encountered and discuss planned interventions. The intention is to work towards farming lucrative opportunities for all parties concerned with the partnership.
The Value of Proactive Support:
Think of CSM as your proactive IoT guardian angel. Instead of waiting for the partner or its customers to encounter issues, the CSM actively monitors IoT platform/s, identifying potential challenges, and addressing them before they impact business operations. This also involves a thorough understanding of the agreement between the parties, and access to view all the parameters that influence the partnership’s transactions. The CSM is there to guide the partner to achieve maximum value from the partnership, and to ensure that the partnership receives the necessary attention from all team members involved.
Onboarding and Training: The GPS for IoT Success:
Just like a GPS guides travellers on unfamiliar roads, an efficient onboarding and training process helps enterprise customers navigate the complexities of their IoT journey. Non-technical business executives may feel overwhelmed by the technical aspects of IoT, making comprehensive training essential. The training is also not a check-box exercise, because the effectiveness of the training is proportional to the success of the path taken in IoT. Emphasis should be placed on how well capability is built among trained candidates, rather than what topics were covered. It’s about delivering value and not about completing training.
CSM teams organise hands-on training sessions, tailor-made for the customer’s team, allowing them to grasp the IoT platform’s features and functionalities, and to understand how best to interact with the software / visualisations to derive business value. These training sessions empower business executives to understand the data insights and make informed decisions confidently.
Personalised Strategies for Diverse Industries:
The best IoT solutions are those tailored to meet the unique needs of each industry. The CSM takes the time to understand the intricacies of different businesses, such as utilities, healthcare, logistics, or agriculture, and adapt the IoT platform accordingly, and involve salespeople with domain expertise to promote the chance of the prospect becoming a billed customer.
Data Analytics: The IoT Crystal Ball for Business Growth:
Data analytics is the backbone of any successful IoT platform. CSM teams help business executives interpret the vast amounts of data generated by IoT devices, turning it into valuable insights. An amusing analogy can be drawn from a chef perfecting a recipe. By analysing data trends, business executives can identify areas of improvement, optimise operational efficiency, and make data-driven decisions for growth – Having stakeholders at the dinner table satisfied with a delicious meal.
Scaling Success with the Enterprise:
As an enterprise customer expands its operations, the IoT platform must scale seamlessly to support new challenges and opportunities. CSM teams work closely with customers to ensure a smooth transition during growth phases – Ensuring that the back-end work necessary to scale is done and tested prior to deployment. Edge and network devices should have the correct firmware and capacity for the solution to scale, and services need to be tweaked so that they do not fall over when the upscaling happens. The CSM ensures that the relevant team members are aware of the changes and that they are adequately briefed to take care of the necessary.
Success Stories: Learn from Real-Life Triumphs:
Highlighting success stories and case studies of businesses that achieved significant ROI through their IoT journey can inspire others. These testimonials and stories of success demonstrate the transformative power of Customer Success Management.
IoT solutions hold tremendous potential for enterprises, but the key to unlocking this potential lies in effective Customer Success Management. Just like a lighthouse guiding ships to safety, customer success management illuminates the path for businesses, helping them navigate the complexities of IoT and achieve successful outcomes. By embracing proactive support, personalised strategies, data analytics, and continuous scaling, enterprises can ensure their IoT journey delivers significant value to their business, paving the way for a brighter and connected future.
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