Benefits of Customer Visits
May 29, 2012 by Keith Kyle
In this day and age, a vendor's interactions with customers occur mostly via phone, email and internet. Technologies such as web conferencing allow us to effectively communicate product and service information to customers like never before. Despite these technologies, there is still tremendous benefit from in-person visits. This is why we regularly schedule customer visits throughout the year.
How Customers Can Benefit
As you might expect, one of our goals is to check in personally and keep customers up-to-date with Blue Mountain’s products and services. In addition to strengthening the relationship and putting faces with names, there are many other ways we can both benefit from on-site visits:
- To learn as much as possible about how our customers use Blue Mountain’s software to meet their unique business needs. Because our software can be implemented many different ways to meet a wide variety of challenges, understanding how you use it helps us serve customers better.
- This is the perfect time to request demonstrations of features or functionality you're interested in.
- You can always ask for more information about our products & services.
- We encourage you to provide feedback directly to us (which can ultimately influence the Blue Mountain Product Roadmap).
- Please give us the "grand tour" of your facilities. This helps us understand the big picture by providing context on how you use our products.
My Recent Road Trips
In recent months, I've had the opportunity to visit customers in the Philadelphia and Chicago areas. During these trips, I attended a couple events on behalf of Blue Mountain including the ISPE Exhibitors show at Citizens Bank Park in February where Blue Mountain participated as an exhibitor. Given that I am a long-time Phillies Phan, I was pretty geeked about this event since it was held at my favorite team's ballpark. The Phillies are off to a slow start this year but I believe they are starting to get it together.
In March, I traveled to the Chicago area to attend the annual M.A.R.T.S. conference and visit some of our customers in Illinois. The M.A.R.T.S. conference is an event that Blue Mountain has been attending in recent years to keep current on Maintenance Technology trends. Both trips were excellent opportunities for me to meet some great people, learn more about their needs and keep them up to date with what is going on at Blue Mountain.
Here is a sampling of some topics discussed during recent visits:
- Additional service needs for training, reports, etc.
- Product feedback and feature requests (many are already in the development pipeline).
- Demonstrations of Blue Mountain RAM.
- Insight into upcoming features planned for Blue Mountain RAM
- Discussions of planned IT Infrastructure upgrades.
- Tours of both a major Medical Device production facility and Pharmaceutical Manufacturer (some very impressive life sciences facilities producing amazing products).
Thanks again to all those who were able to meet with me during these trips. I look forward to meeting more of you in the coming year. Hopefully I'll see many of you at the first annual Blue Mountain Summit 2012.