How do you cope with the changing demands and expectations of SATCOM customers and clients?
As a satellite communications (SATCOM) professional, you know how fast-paced and dynamic the industry is. You have to deal with constantly evolving technologies, standards, regulations, and customer needs. How do you cope with the changing demands and expectations of SATCOM customers and clients? In this article, we will share some tips and best practices to help you adapt, communicate, and deliver quality SATCOM solutions.
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Francois Paul LambertUnlocking the Space Economy for All | Space Lawyer | Worked on: Amazon Project Kuiper, GALILEO, EGNOS | Why care? Space…
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Wes CostelloSpecial Access Programs IT Futures
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Tolga OrsHead of R&D and Software Engineering | SatCom | Space | Robotics | Cognitive AI | Project Management (PMP and Prince2…
The first step to cope with the changing demands and expectations of SATCOM customers and clients is to know who they are, what they want, and why they want it. You need to understand their mission, goals, challenges, pain points, and preferences. You also need to be aware of their budget, timeline, and technical requirements. By knowing your customer, you can tailor your SATCOM solution to their specific needs and expectations, and avoid wasting time and resources on irrelevant or incompatible features.
The second step to cope with the changing demands and expectations of SATCOM customers and clients is to stay updated on the latest trends, developments, and innovations in the SATCOM industry. You need to keep track of the new technologies, standards, regulations, and best practices that affect your SATCOM solution. You also need to monitor the market, the competition, and the customer feedback. By staying updated, you can anticipate and respond to the changing needs and expectations of your SATCOM customers and clients, and offer them the most advanced and reliable SATCOM solution.
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In my experience, staying updated is essential, but it's just the starting point. To truly excel in the SATCOM industry, we must lead innovation rather than simply follow trends. Engage in pioneering research and development, not only tracking new technologies but actively shaping them. Collaborate with regulatory bodies to influence standards that align with your vision. Consider a scenario where SATCOM systems are not just reactive but predictive, utilizing AI to foresee customer needs and optimize services in real time. Innovations like AI-driven dynamic bandwidth allocation can revolutionize customer experience. Remember, in this fast-paced industry, staying updated is the baseline; leading the charge is where true success lies.
The third step to cope with the changing demands and expectations of SATCOM customers and clients is to communicate effectively with them throughout the SATCOM solution lifecycle. You need to establish clear and frequent communication channels, such as email, phone, video conference, or online platforms. You also need to use simple and concise language, avoid jargon and acronyms, and provide visual aids and examples. By communicating effectively, you can build trust and rapport with your SATCOM customers and clients, understand their feedback and concerns, and address their issues and questions.
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Phone contact is so important. If you can't meet your users or clients face-to-face on a regular basis, phone calls are the next best thing. There is a lot of nuance that can be lost using email or text as a single mode of communication. Call and talk to your users often, if only to just touch base on their current situation.
The fourth step to cope with the changing demands and expectations of SATCOM customers and clients is to be flexible and adaptable to their changing needs and expectations. You need to be prepared to adjust your SATCOM solution design, implementation, testing, or maintenance according to the customer's feedback, requests, or requirements. You also need to be open to new ideas, suggestions, or opportunities that may arise during the SATCOM solution lifecycle. By being flexible, you can deliver a SATCOM solution that meets or exceeds your customer's needs and expectations, and avoid conflicts or delays.
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You may also have to modify your data plans based on customer feedback. Pricing is very important. Netflix charges a lower monthly fee in emerging markets. Similarly price plans for specific use cases such as SATCOM use for Disaster Response requires a plan that does not require a yearly subscription when SATCOM services are only used for a few months. It is important to listen to the customer and be flexible. Their used to be times when Satcom providers had a near monopoly in some market segments and acted arrogant, but those days are over.
The fifth step to cope with the changing demands and expectations of SATCOM customers and clients is to provide value and quality in your SATCOM solution. You need to ensure that your SATCOM solution meets the customer's technical specifications, performance standards, and security requirements. You also need to demonstrate how your SATCOM solution adds value to the customer's mission, goals, or operations. By providing value and quality, you can satisfy and retain your SATCOM customers and clients, and enhance your reputation and credibility in the SATCOM industry.
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Some customers have high availability requirements. If a SATCOM operator has trust in their solution, it can offer a Service Level Agreement (SLA). This SLA can have details about the promised availability, end-to-end delay as well as packet loss. The SLA can include penalties if the promised values are not delivered.
The sixth step to cope with the changing demands and expectations of SATCOM customers and clients is to learn and improve from your experience and feedback. You need to evaluate your SATCOM solution performance, customer satisfaction, and lessons learned. You also need to seek feedback from your SATCOM customers and clients, as well as from your peers, mentors, or experts. By learning and improving, you can identify your strengths and weaknesses, improve your skills and knowledge, and deliver better SATCOM solutions in the future.
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