Intro to SuccessBLOCs

SuccessBLOCs are pre-built and ready out-of-the-box templates and toolkits to help get you up and running instantly with best practices for your business. Each SuccessBLOC contains goals that guide you through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Setting up a SuccessBLOC is easy! You can either choose one of the predefined SuccessBLOCs from Totango Marketplace or create your own from scratch. When you select a predefined SuccessBLOC, you can instantly add corresponding best-practice SuccessBLOCs without spending time building them on your own.

The Onboarding SuccessBLOC is an end-to-end solution that enables you to manage your customer Onboarding process with efficiency and ease. The Onboarding toolkit allows you to:

  • Standardize your onboarding experience
  • Onboard customers faster
  • Improve customer satisfaction
  • Set up customers for long-term success
  • Define the stages of any process and measure the time it takes to complete it. Use the pre-built Onboarding Status field to track your onboarding process and identify areas where it can be improved.
  • Automate onboarding tasks and trigger early warning notifications to ensure no one gets left behind.
  • Create beautiful campaigns to automatically welcome new users to your product or service and guide them through the setup process.
  • Gather feedback about the onboarding experience using CSAT and NPS campaigns once your customers go live.

The Onboarding SuccessBLOC also allows you to bring in information from your other customer data platforms through Totango Integrations for a complete 360 view of your customer. For instance, you can instantly connect and stream CRM information from HubSpot or Salesforce, support data from Jira Service Management or Zendesk, or billing information from Zuora.

 

How to Deliver a Great Customer Onboarding Experience

Onboarding is the first step in the customer journey and it is critical in terms of customer retention, so it’s important to make sure your customer understands all the features of your product and the value it provides. A positive onboarding experience can motivate the customer to become a loyal lifetime buyer, while a negative experience can drive them to competitors.

There are three stages of onboarding: New Customer Welcome, Expectation Setting, and Training. During the New Customer Welcome stage, a successful handoff from your sales team to your customer success team is crucial. To accomplish this the CS team needs a holistic view of the customer with data from a variety of sources to ensure the goals in the implementation timeline align with the client’s business needs and the CS team has the full context of where your customer is at currently.

The Expectation Setting stage is where first value is established and the client is able to quickly see the benefit of your product. Here is where you should outline client needs and desired outcomes so you can build on this information and introduce the KPIs that will be tracked to measure effective implementation. Finally, the Training stage is where customers are able to experience the true value of the product. It is important for this stage to be both brief and easy to follow with a personalized training program curated around the client’s needs.

To successfully navigate through the Onboarding process and ensure a positive customer experience, it’s important to establish and follow a series of best practices, which the Onboarding SuccessBLOC can help you accomplish. These best practices include:

 

Create a Holistic View of your Customer

Creating a holistic view of your customer will give you the context and breadth needed to make data-driven decisions. You can ensure everyone in your organization has access to vital data by storing all the pieces of customer information in one place – your Totango dashboard. Totango ensures that you have a 360 view of your customer by tracking things like product usage, contract and transactional data, support tickets and status updates, and more.

Set Goals and Identify KPIs

It is critical to create standardized goals during onboarding as this ensures that you are able to measure success at scale moving forward. Meanwhile, key performance indicators (KPIs) help gauge how effective your onboarding process is at producing customer satisfaction. Created and tracked within Totango, these metrics provide a view into how onboarding is currently impacting customer relationships and illustrate where there is room for improvement. To help you measure success for the customer and success for your business, the Onboarding SuccessBLOC contains pre-installed goals and KPIs, including:

Consistently Meet Implementation Timelines

  • Average Days in Onboarding
  • Delayed in Onboarding
  • Customers delayed in Onboarding ($)
  • Onboarding Stages
  • Customers Completed Onboarding
  • Completed Onboarding Recently

Customers Are Satisfied Post Onboarding

  • CSAT Score
  • Support Tickets During Onboarding

Consistently Ensure Adoption, Value Delivered and Consumed

  • Adoption Usage Post Onboarding
  • License Utilization % in the Last 7 Days
  • License Utilization Trend

 

Standardize Onboarding

Before onboarding begins, it’s important to have standard operating procedures in place so that everyone on your team can create a seamless experience for the customer. The Onboarding SuccessBLOC can help you create elements like onboarding checklists that can empower the connectivity necessary to make the process smooth and easy. It can also help align progress-driving metrics, build early warning systems to notify your team of issues in case intervention is needed, and automate routine tasks to allow you to reach customers at scale through digital communications.

 

Communicate at the Right Time

The Onboarding SuccessBLOC allows you to leverage customer information to deliver a more personalized experience. Your team is able to filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success. You can segment customers by different categories, including:

  • All
  • Accounts in Onboarding
  • Accounts Delayed in Onboarding
  • Recently Completed Onboarding
  • Low CSAT Score
  • Users with Positive CSAT who Recently Completed Onboarding
  • Users with CSAT who Recently Completed Onboarding

Informed by onboarding metrics and customer segmentation, your CS teams can then use Totango SuccessPlays to deliver messages to clients that are both relevant and timely. SuccessPlays are automatically triggered or manual workflows containing sets of tasks and actions that prompt CS managers to focus on the most meaningful activities at the right time.

Onboarding tasks that can be triggered through SuccessPlays include:

  • Internal Hand Over and Preparation
  • Kick-Off
  • Implementation
  • Launch
  • High CSAT Score
  • Onboarding Delayed
  • Low CSAT Score

You can also use the Campaigns feature of the Onboarding SuccessBLOC to automate your communications and send automated emails that are triggered by various goals, such as:

  • Welcome New User
  • Post-Implementation Feedback from Key Contacts
  • Onboarding First Week - Orientation
  • Welcome New Admin
  • Monthly Value
  • Delayed Onboarding Customers

 

Track Voice of Customer (VoC) Information

To ensure that clients stay satisfied throughout the customer journey’s different stages, listening to feedback is critical, which is where VoC engagement comes in. VoC is focused on the act of requesting, gathering, and analyzing all pieces of feedback to share company-wide. It allows you to improve the customer experience by better understanding your clients and their needs. This feedback can be gathered in a number of ways – from tools like CSAT surveys to tracking customer behavior across their product journey. With the Onboarding SuccessBLOC, you are able to track all customer data, turn that information into meaningful metrics and provide actionable insights.  

 

Iterate

Totango provides the tools necessary to monitor client progress as clients move through onboarding. Through Totango and the Onboarding SuccessBLOC, you can regularly review reports and monitor dashboards to stay up-to-date on the status of your key Onboarding KPIs and whether your customers’ goals and objectives are being met. Because customer success is fluid, Totango makes it simple for you to review and modify processes and messaging as necessary in order to continually provide a well-developed and successful onboarding process for each customer.  

  

Get started with the Onboarding SuccessBLOC! 

  • The Onboarding SuccessBLOC helps you to streamline and speed up your new customer onboarding process by providing the templates, toolkits, best practices, and critical data you need to ensure your customers successfully learn to use your product, see its value for their business and start on the right path toward high lifetime value.
  • This SuccessBLOC brings in a number of different integrations that are crucial to the successful onboarding of new customers, including HubSpot, MS Dynamics, Salesforce, SAP Sales Cloud, Jira Service Management, Zendesk, Slack, and Zuora.
  • It’s easy to set up and get started using the Onboarding SuccessBLOC. Simply download the predefined version from the SuccessBLOC Marketplace, activate your SuccessPlays and Campaigns, invite additional users to collaborate and help further define the SuccessBLOC, and then publish it to your team.
  • Start providing an excellent Onboarding experience every single time, download the Onboarding SuccessBLOC today!
Get the Onboarding SuccessBLOC

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Guy Nirpaz Totango CEO
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Guy Nirpaz Totango CEO
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Building a High Performing Customer Success Team

Join us January 23rd @ 11am PT/2 pm ET. Learn how to build a customer-centered culture and a highly successful Customer Success Team.

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Guy Nirpaz Totango CEO
WEBINAR

Building a High Performing Customer Success Team

Join us January 23rd @ 11am PT/2 pm ET. Learn how to build a customer-centered culture and a highly successful Customer Success Team.

Learn More

Guy Nirpaz Totango CEO
WEBINAR

Building a High Performing Customer Success Team

Join us January 23rd @ 11am PT/2 pm ET. Learn how to build a customer-centered culture and a highly successful Customer Success Team.

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