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)

2. Success plan – a multi-phased approach to developing additional value post-onboarding. 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, is a world-renowned expert on customer retention, upsells, cross-sells, and customer value strategies and methodologies. Since 2013, Irit has been pivotal in shaping Customer Success best practices. She has been nominated as a top Customer Success strategist and influencer, year after year, since 2013. Irit was recently named one of the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. She is frequently producing thought leadership on her youtube channel (CSM Practice) and is often featured as a speaker at conferences and Customer Success publications.