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.
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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CSM Practice specializes in the design and implementation of best of breed scalable customer success programs using an optimal combination of research, strategy, playbooks, and technology. CSM Practice is the first to develop accelerated methodologies for customer success programs and is continuously producing thought leadership content for the Customer Success community. The company was founded in 2014 and is headquartered in Sunnyvale, California.