From setup to growth: Customer success for manufacturing software

Summary

• Customer success bridges the gap between purchasing software and achieving long-term growth, ensuring manufacturers get the most out of their investments.
• Key challenges include getting started with new software, team-wide adoption, change management, and maximizing product value.
• Effective customer success managers are curious, consultative, and focus on understanding the customer's experience to become strategic partners in growth.

In the latest episode of Manufacturing Matters by Factbird, we sit down with Adrienne Goins, a Customer Success Manager at Factbird, to explore how customer success plays a pivotal role in helping manufacturers integrate manufacturing software into their operations for long-term success. 

We delve into the challenges manufacturers face during software implementation and how a dedicated customer success approach can turn these challenges into opportunities for growth.

Meet the expert: Adrienne Goins

Adrienne is a seasoned Customer Success Manager with a strong background in manufacturing technology. Before joining Factbird, she worked at a robotics startup, gaining firsthand experience in the manufacturing sector.

Hailing from Michigan, a state renowned for its manufacturing heritage, Adrienne brings invaluable insights into how customer success initiatives can help manufacturers maximize the value of their software investments.

What is customer success?

Customer success is more than just a support function—it's a strategic partnership that ensures customers achieve their desired outcomes while using a product or service.

As Adrienne explains, "Customer success is about building the bridge between why a customer bought your product and what they actually want to achieve with it."

At Factbird, our customer success team guides manufacturers from the initial implementation phase to a stage where the software becomes an integral, helpful part of their daily operations. We aim to make the tool work for you, enhancing productivity rather than becoming a hindrance.

The goal of customer success

The ultimate aim of customer success is to evolve from a transactional relationship into a strategic partnership.

Adrienne emphasizes, "My ideal situation is that my customer loves the product so much that they build their future around it."

This involves helping customers not only use the product effectively but also grow with it, integrating it deeply into their business processes and strategic planning. It's about ensuring you get your money's worth and more, turning the software into a catalyst for growth.

Challenges addressed by customer success

Implementing new software in a manufacturing environment is no small feat. 

Adrienne outlines several key challenges that customer success teams should help manufacturers overcome:

Getting started

The initial phase of software implementation can be daunting. Manufacturers may struggle with setting up the system optimally, configuring sensors, establishing organizational structures, and categorizing downtime.

"You shouldn’t have to figure out naming schemes or organizational structures on your own. We're here to help you get a good foundation."
– Adrienne Goins, Customer Success Manager at Factbird

Good customer success managers should bring valuable insights from industry experience and strong product knowledge, helping you adopt best practices and avoid common pitfalls.

Getting adoption across your entire team

Successful software integration requires buy-in from all levels of your organization. Different roles will interact with the product in various ways, and it's crucial that each team member understands the value it brings to their work.

According to Adrienne, "Everyone should know why they are using it and find their own value in it."

Good customer success managers work closely with all stakeholders—from executives to operators—to ensure the software meets everyone's needs and that it becomes a natural part of daily operations.

Change management

Manufacturing organizations often face rapid changes and shifting priorities, making it challenging to implement new systems.

In Adrienne’s words, "Manufacturing is moving fast. Digitization is massive. A good customer success manager maintains the priority that has been set and helps ensure success."

Good customer success managers help navigate these changes, aligning schedules, timelines, and expectations to keep the implementation on track and ensure lasting success.

Getting the most out of the product

After implementation, you and your customer success manager will focus on maximizing software value.

This includes:

• Capturing and validating data: Ensuring you're collecting the right data to meet your KPIs.
• Scaling success: Reproducing successful strategies across different lines or sites within your company.
• Feature awareness: Identifying and utilizing new or untapped features that can add significant value to your operations.

According to Adrienne, "Where can you realize more value from the tool you've bought? Are there features you're not using to their fullest?"

Our customer success managers help you unlock the full potential of the software, providing ongoing guidance and support.

What makes a good customer success manager?

The effectiveness of customer success initiatives often hinges on the qualities of the customer success manager. Adrienne highlights key attributes:

Curiosity and a consultative approach

A good customer success manager is inherently curious, asking questions to deeply understand your needs rather than immediately pushing solutions.

"Customer success managers who are curious and ask questions instead of selling are generally the best people to work with."

A deep understanding of the product and industry

They possess thorough knowledge of the software and its applications across different manufacturing settings, allowing them to offer tailored advice and best practices.

Building collaborative relationships

By becoming part of your problem-solving process, they foster a collaborative relationship.

"You're bringing your product and knowledge, but you're becoming a part of their process and problem-solving."

Continuous improvement

They actively seek your feedback to understand how you're experiencing the product and what improvements can be made, ensuring the software evolves alongside your needs.

What does success look like in customer success?

Success in customer success is about transformation—both for you and the relationship with us.

Adrienne describes this as, "Moving from being a transactional manager of a product you bought to becoming a partner in building the future of your business."

Indicators of success include:

• Integration into your future plans: The software becomes so integral that it's a key part of your strategic planning.
• Continuous engagement: You proactively seek out your customer success team to discuss new challenges and opportunities.
• Mutual growth: Both your organization and the product benefit from a deep, ongoing partnership.

Actionable steps for manufacturing leaders

For manufacturing leaders looking to leverage customer success effectively, consider the following:

1. Engage early with customer success managers
   Lean on customer success managers from the outset to help ensure optimal setup and alignment with your organizational goals.
2. Communicate the value across your team
   Help every team member build their own understanding of how the software benefits them and why it's important.
3. Embrace change management
   Work closely with customer success managers to navigate organizational changes and keep priorities aligned.
4. Explore the full capabilities of the software
   Review how you're using the product and seek advice about features that could enhance your operations; you’re probably underutilizing the software and could get more out of it at no extra cost.
5. Build a strategic partnership
   View your customer success manager as a partner who can contribute to your long-term success, not just a service provider.

Aim for success with customer success

Customer success is a critical component in the successful adoption and integration of manufacturing software. By addressing common challenges and focusing on building strategic partnerships, customer success managers like Adrienne enable you to fully realize the value of your investments in manufacturing solutions.

As Adrienne aptly puts it, "If you want to go fast, go alone. If you want to go far, go together."

By embracing the principles of customer success, you can not only improve your operations but also position your organization for sustained growth in an increasingly digital world.

Stay connected with Manufacturing Matters by Factbird

For more insights into how customer success can transform your manufacturing operations, subscribe to Factbird’s Manufacturing Matters podcast on Spotify, Apple Podcasts, YouTube, Amazon Music, or your favourite podcast platform.

If you have questions or topics you'd like us to cover, feel free to reach out via LinkedIn or email.