The Keys to Onboarding Success Part 2
Customer onboarding is simple in concept; it’s all about get your product set up correctly to meet your customers’ requirements, and teach them the basics so that they can serve themselves. Despite this simple premise, the process can be complicated, and implementation challenging. It’s said that the main culprit for churn is often the customer onboarding process. Either the customer experience could be bad, or expectations were mismanaged, obviously, the seeds of churn can be traced back to onboarding.
The tone for your relationship is set during the first customer onboarding process flow session and login experience that your customer has with your product. Therefore, it’s critical to get customer onboarding checklist off on the right foot. In your first session working with customer instance, clearly understand the success criteria of not only your stakeholder, but also their manager. Understand what “success” means to them, and see if that aligns with the views of other candidates from a similar cohort or profile. Analyze the answers for similarities and patterns, reduce it down to a handful of absolute required outcomes, and then turn it back to them for approval/buy-in.
Automating repetitive steps (digital customer onboarding) is the best way to make sure that the onboarding process takes-off smoothly and their is absolutely no space for human error. Understanding customer’ success criteria, setting up expectation, discussing product usage cases, providing tutorials and documents, constantly communicate and work on strengthening the relationship, work towards achieving first value at the earliest are few of the customer onboarding best practices. Customer onboarding template is specially designed to help clients organize and automate their customer onboarding process.
Customer onboarding software allows you to see and interact with the customers. What you need to look-out for is a software that is fast and easy to use, quick onboarding with effective training courses. Customer onboarding tools like first login, in-app messaging, emails, meetings, phones, documentations, webinar, tutorials and so on are vital during new customer onboarding.
Regardless of whether it’s a high-touch or low-touch scenario, a majority of the time, the problem is that the SaaS vendor either doesn’t know what the customer wants or the problem they are trying to solve, and has forgotten that solving that issue is the primary action item. The solution is to this one’s customers get into the product think about who the different types of users are, what their goals are, and optimize your onboarding processes around those needs. Then, break down these goals into a series of milestones, each of which is of value to the customer. Develop a simple, flexible and repeatable process to consistently deliver onboarding at a very high standard.