In the customer success era, on-boarding customers go 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 onboarding process to become an essential part of your overall customer success strategy:
1. Success indicators – 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. Success plan – 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. Onboarding survey – 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 midway through. For large or sensitive accounts I recommend augmenting that with an executive to executive touchpoint.
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