Jul 28,2018

How To Fully Understand The Importance Of Customer Needs

For the emerging automation equipment, non-standard automation equipment, automatic welding robots, automatic welding machines and other equipment, how important is it to understand customer needs? This will be explained in the following two sections.

Section1 The importance of a comprehensive understanding of customer needs

Understanding customer needs is the first step in the development of the project, and its importance is self-evident.

1. Only when the customer's needs are fully understood can automation equipment be created to the customer’s satisfaction. The customer's needs are not the basis and goal of the non-standard design, but also the acceptance standard after the equipment is delivered. It is impossible to design the equipment the customer is satisfied with by your experience instead of the specific needs of the customer. What you think is a good plan is not necessarily the best for the customer.

2. Only by reducing the repeated revision process of the program can it be possible to do a good job at one time. The understanding of the customer’s needs must be comprehensive, meticulous, and in-depth, otherwise, it will lead to the lack of a design plan. Once the needs change, the plan must be revised accordingly. Repeated revision of the plan will not only waste time but also affect the morale of engineers.

3. A quick step to win business opportunities.

When customer needs are not very clear, actively communicate with customers and assist customers to clear their minds, digest customer needs before competitors take actions, and propose solutions, which will make you have the advantage of "entering first" and win business opportunities.

Section2 The meaning of the customer's real needs

1. Real customer needs.

The customer is real, and the demand is also real. Avoid making a trousseau for someone who wants your plan, not your actual order. If you don't know the real situation, you will often become someone's "free laborer". This is more common when it comes to second-hand orders. Through communication with the terminal customers, it is easy to distinguish them clearly when visiting the customer's production site. It is best to reject requests from "middlemen" who do not allow direct contact with end users. The first reason is that the requirements may be false, and the second reason is that even if the requirements are true, they are incomplete, which brings endless troubles to the subsequent work.

2. The specific content of customer requirements, such as what customers want, what requirements to meet, and what standards to meet.

3. Focus on customer needs and personalized needs.

Different customers have different emphases on requirements. Some focus on device function, some on device price, some on performance, and some on the delivery date. Different emphasis often results in customers personalized needs which are different from others. These requirements are not usually specified in technical contracts and can only be understood through communication, which is similar to the sales industry’s "customer orientation".

4. Possibility and quantity of customer input.

Although it may seem like a matter of business communication, some judgment can be made from a technical point of view. If the payback period of investment is too long (if it is more than two years), the possibility of customer investment is relatively small. If the payback period of investment is less than six months, the possibility of investment is greater. The approximate amount of automation equipment required can be estimated based on the customer’s requirements of the total capacity of production( or order expectation) and the production capacity (or C/T) of the required equipment.