PHASE 5: CUSTOMER ONBOARDING

During the initial onboarding period, properly introduce new customers and users to your products so they truly view it as the solution they purchased that can achieve their desired business outcomes.

 

Customers who are successfully onboarded have increased utilization, value realization and satisfaction. This makes them more likely to be retained, and to earn you the right to discuss up-sell and cross-sell opportunities. Successful onboarding is the #1 factor in ensuring that customers achieve their desired outcomes from your product.

Rapid Diagnostic

1. You have a defined customer onboarding process.

2. You understand what a successful onboarding looks like from a user’s perspective.

3. You understand what a successful onboarding looks like from a power user’s perspective.

4. You understand what a successful onboarding looks like from an outcome owner’s perspective.

5. You adjust the onboarding process based on customer use case.

6. You have metrics in place that assess whether a customer was successfully onboarded.

7. You have customer verifiable exit criteria for when a customer is onboarded.

8. Each role clearly understands their responsibilities and accountabilities for each step in the onboarding phase.

9. Individuals know who can support them with the onboarding phase.

10. You provide training that your customers utilize and value.

Deliverables

• Onboarding Playbook

• Customer Training Best Practices

• Tools

• Job Aids

• Pilot Plan and Iteration

• SBI Support

INDUSTRY
STRATEGY AREA
CONTENT TYPE
Q1 Research Report for Private Equity
March 21 2019
Q1 Research Report for Private Equity
VIEW
Product - Sales Engagement Scorecard
March 21 2019
Product - Sales Engagement Scorecard
VIEW
Win Strategy Tool
March 19 2019
Win Strategy Tool
VIEW
previous
1 of 111
right
Loading...
Customer Experience Strategy
For Revenue Sake, Act Now to Engage Buyers and Influencers During Career Transitions!
Tis the season – we’re past the holidays – tis the season for career transitions. End of year bonuses have been paid, budgets have been set, and resource decisions have been made. Your first thought may be “oh no, there...
Read More
Customer Experience Strategy
Customer Experience – How to Benchmark Yourself to Best In Class Companies
In a recent article, we defined the right Key Performance Indicators for Customer Experience. If you have invested the time to collecting this information, your next step is comparing yourself to other companies.   Before we compare your Customer Experience to other...
Read More
Sales Strategy
Implementing an Advocacy Process as Part of Customer Success
Advocacy is on fire!  Why? Because harnessing passion from advocates is an authentic way to drive customer intimacy and revenue growth.  Research from the Demand Gen Report shared that as much as 84% of buyers seek input from their peers...
Read More
Sales Strategy
What’s New in Enabling the Customer Success Function?
Download The 90 Day Sales Enablement Plan for Customer Success. In this tool, we review the core functional accountabilities for sales enablement leaders, which of these accountabilities need to be leveraged to enable customer success managers, and a 90 workplan...
Read More

Stay up to date with our latest insights, benchmarks, strategies & more

CREATE AN ACCOUNT

Join our team of passionate professionals and find your full potential

ALL OPEN POSITIONS