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

Customer Experience Strategy
Survey Results: How Market Leading Companies Plan to Make the 2020 Number
We recently wrote about the emergence of the Chief Customer Officer and took that opportunity to survey CCO’s about how they will make their 2020 number.   We found that companies had initially been planning on nearly 31% of their 2020...
Read More
Customer Experience Strategy
What a World-Class Customer Onboarding Process Looks Like
Customer Onboarding is a crucial activity for customer success teams. In fact, within SBI’s 4-Step Customer Success (CS) Strategy, successful Customer Onboarding is the #1 factor in ensuring that customers achieve their desired outcomes. Yet, if you were to ask...
Read More
Marketing Strategy
Customer Experience Isn’t a Straight Line, It’s a Complex Ecosystem
Customer Experience is more important now more than ever, as lockdown orders remain in place across the country, many companies are being forced to serve customers outside of traditional channels. Customer Experience is no longer a buzzword or the next...
Read More
Go-To-Market Strategy
How to Leapfrog Competitors With Your Digital Customer Experience
Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in...
Read More