In the customer success era, on-boarding customers goes above and beyond adhering to a certain scope of work in a timely manner. Check out these three new best practices you can implement to turn your on-boarding process to become an essential part of your overall customer success strategy:
1) S๐ฎ๐๐๐๐ฌ๐ฌ ๐ข๐ง๐๐ข๐๐๐ญ๐จ๐ซ๐ฌ – agreement on how does success looks like at the end of on-boarding and how are they going to measure the impact (sometimes we use leading indicators to facilitate the measurement of value delivered)
2) S๐ฎ๐๐๐๐ฌ๐ฌ ๐ฉ๐ฅ๐๐ง – a multi-phased approach to developing additional value post-on-boarding. This helps increase perceived value. It also sets the client in a mindset that calls for continuous engagement to ongoing investment in adoption (vs set it and forget it).
3) ๐๐ง๐๐จ๐๐ซ๐๐ข๐ง๐ ๐ฌ๐ฎ๐ซ๐ฏ๐๐ฒ – ask your client how effective was the on-boarding and what value they have achieved during the on-boarding phase. When on-boarding is a long process (more than 4-8 weeks), I recommend sending the survey out mid way through. For large or sensitive accounts I recommend augmenting that with an executive to executive touch point.
For more tips on how to scale your on-boarding process with playbook automation watch this short video I recorded a while back in collaboration with @UserIQ
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