The Keys to Onboarding Success Part 1
In a high-touch model, onboarding is handled through a personal interaction between the CSM and customer. In a high-volume environment, technology is used to create content, reusable templates, and clickable walk-throughs. Webinars and automated emailing tools help manage customer interactions and engagement, while CSMs deal with exceptions such as low levels of adoption. To manage onboarding at scale, a CS software platform should be implemented to track usage data and automatically trigger alerts. The best way to make sure that the customer onboarding process works smoothly is to automate repetitive steps that would otherwise be subject to human error.
A customer onboarding checklist outlines the roadmap to move forward with a new customer, it serves as a guide giving both the parties clarity of their sail. It also acts as a step in the direction of building stronger relationships. A customer onboarding process flow includes first interaction, product review, product usage, check in and initial success. First interaction includes understanding customer’s success criteria. Product review comprises of account set-up, user creation and tutorials. Product usage is about initial product activities, and product adoption. Check-in is about customer’s initial satisfaction, identification of issues and pending activities. Initial success is about product credibility and developing the next steps for value realization.
Customer onboarding best practices include communication, building strong relationships, collecting data, understanding customer expectations and working towards achieving First Value. Customer onboarding strategy involves identifying your product’s value proposition, introducing your value proposition, valuing your users and helping them explore your product.
Customer onboarding template is specifically designed to help clients organize and automate their customer onboarding process. It ensures that all product reviews like documentation, tools, educational and training materials are available. Use the right customer onboarding tools to identify friction points and make quick repairs. For SaaS companies, the customer onboarding process is critical for ensuring customer satisfaction and preventing churn. Customer onboarding software is a great tool to simplify the onboarding process.
Go to Part 2 – New Customer onboarding