The goal of onboarding is to familiarize new customers to your product or service allowing their knowledge to expand, while keeping the sales momentum and excitement going. Onboarding needs to deliver quickly on the promise of value made by the marketing and sales to the customer during the pre-sales process. If that does not happen, or happen quickly or effectively enough, then churn is likely to increase.
A typical customer onboarding SuccessBLOC will look similar to our example given below. You can configure them for your own use, creating a measurable, effective system tailored to your business needs.
We measure success for the customer and success for the business
Consistently meet implementation timelines
KPI Days to Onboard (that meet expectation)
Consistently deliver great experience for the new customers
Consistently ensure adoption, value delivered, and consumed
Customers that are in progress and/or recently onboarded
New Customers Pending Onboarding
Currently Onboarding Customer (organized by status)
Help your team with company and industry best practices to reduce learning and training time and create consistency across your engagements.
Overview of onboarding steps for CSM and manager
Things to know before running a kick-off meeting
Running an effective kick-off meeting to keep the momentum going (and not to fall flat)
How to make sure customers are meeting their end of the bargain and moving the project forward
Document and automate consistent and structured engagement models for your team during customer onboarding. Make sure that they focus on what’s important and that they have the tools to do it.
Internal handoff and preparation
Execute the onboarding project
Post onboarding hand-off
Automated communications on behalf of the company or the customer success manager.
“We’re excited to have you on as customers - let’s get started…”
“We’ve got few more weeks – here’s what we’ve accomplished”
“How are we doing so far?”