3 New Customer Onboarding Best Practices

April 09 2019 0comment

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) 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 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

Subscribe to my CSM Practice YouTube channel to watch all Customer Success related videos.

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Irit Eizips
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Irit Eizips

Irit Eizips brings deep expertise in the area of Customer Success. As an early member of Gainsight's executive team, Irit has been pivotal in shaping Customer Success methodologies and best practices. For the past 3 years, Irit has been voted as a top Customer Success influencer and is frequently featured as a speaker at conferences and Customer Success public events. Irit serves as CEO for CSM Practice, a global Customer Success consultancy firm. The firm specializes in working with customer success leaders to accelerate the creation and implementation of Customer Success strategies, derive extensive value from Customer Success technology solutions as well as certify and train customer facing teams in becoming more proactive and efficient.