3 New Customer Onboarding Best Practices

Onboarding Best Practices

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)

3 New Customer Onboarding Best Practices

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.

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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Written By:

Irit Eizips

Irit is the Chief Customer Officer & CEO at CSM Practice. CSM Practice is a customer success consulting firm offering services to increase net retention, improve customer satisfaction, and grow advocacy. Irit has been pivotal in shaping Customer Success methodologies and best practices. She has been named one of the top Customer Success and CX Strategists, year after year, since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. Her strategy consulting firm, CSM Practice is the first customer success strategy consulting firm in the world. The firm helps companies accelerate profitable growth through the design and implementation of customer retention and expansion selling methodologies. CSM Practice offers a unique customer-centric methodology encompassing the entire customer life-cycle including onboarding, adoption, expansion, and renewals. It is the first consulting firm in the world to be fully dedicated to Customer Success. Irit had been leading the success of her firm through the development of methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community.