Onboarding is the first step and a critical phase in the customer journey which can make or break your customer relationships. Customers are onboarding until they can use the product on their own. If you fail to set them on the right track, it can mean failure overall for the customer and your organization. That’s why you need to ensure right from their very first experience that the customer is receiving value to keep the likelihood of churn low.Improve Customer Onboarding
Using SuccessBLOCs gives you a roadmap that sets you and your customers up for success. Typical customer onboarding SuccessBLOCs will look similar to our examples 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
The time of onboarding should be regulated and monitored to ensure customers are moving on to adoption of your products or services. Keep a record of the percentages of end users being trained, customers that are stuck by stage and onboarding time trends.
Consistently Deliver a Great Experience for the New Customers
You will need to provide a way for customers to give feedback during the onboarding and post engagement stages. This feedback will enable you to deliver a great experience for new customers.
Consistently Ensure Adoption, Value Delivered and Consumed
Adoption usage should happen between the first 90 days post onboarding. You should also see trending up in engagement and that value has been delivered within this timeframe.
These are your customers that are in progress or have been recently onboarded.
New Customers Pending Onboarding
Currently Onboarding Customer (organized by status)
Recently Graduated from Onboarding Status
Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.
Overview of onboarding Steps for CSMs and managers
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
Using successful onboarding to drive references and advocacy
Document and automate for 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 for the job.
Internal Hand-off and Preparation
Complete account assignments, document and conduct sales hand-off.
Execute the Onboarding Project
Post Onboarding Hand-off
Automate your communications on behalf of the company or the customer success manager using campaigns to send automated emails triggered by various goals. Here are a few examples:
“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?”