More than 80% of your Revenue comes from existing customers. In other words, successful onboarding is imperative for customer retention and your business growth.
Customer onboarding is the nurturing process that gets new users and customers acquainted and comfortable with your product. An exceptional customer onboarding program involves step-by-step tutorials, helpful guidance and support, and confirms that your customers know the product well and can clearly obtain value from it.
To achieve the results above, the following sections of the process need to be included and optimized.
Leverage the Implementation team at the right time in the deal cycle to expedite scoping the project and preparing the Day 1 of the project before the deal closes.
The sales team knows exactly when to bring in the Implementation and customer success teams and have all the pertinent information set up and prepare for the project kick-off.
Accelerate a customer's time to value by automatically extracting pertinent information from relevant systems and generating a cohesive onboarding plan in minutes.
The sales team doesn't need to learn a new process or do extra work, the information is gathered automatically and shared quickly.
Provision and deploy the appropriate environments, send relevant setup information or create a ticket for Dev/IT. This includes customer asset collection.
Nothing falls through the cracks because the flow of provisioning accounts is fully automated, minimizing the risk of errors.
Identify the power users and generate personalized training and certification for them to be successful.
The Customer has a proactive partnership with the customer success team and are getting increasing value from their purchase with the CS team's help.
Capture and manage a growing library of knowledge and file every step of the process.
Maintaining a single source of truth, where changes to messaging or collateral are being used by everyone in the team.
View and monitor the entire of the process and identify areas of improvement
Customer's metrics are being monitored and any anomaly is flagged for the team to take immediate action.
