A great onboarding experience gets the customer fired up about your company and drives adoption, while a bad onboarding sets a poor tone for the relationship and makes it tough to drive Adoption and Renewal.
- Smooth handoff from Sales to Customer Success
- Identify customer’s desired outcomes
- Gather key data points about customer to ensure desired outcomes
- Guide the customer through the onboarding process
- See product usage
- Report on progress
Sales to Success Handoff
Ensure your sales team transfers all relevant information over to the customer success team and confirm the customer’s Key Business Objectives (KBOs) for the relationship.
Define Key Milestones and Actions
Using the KBOs, create an onboarding plan with all the key milestones defined and plan all that needs to happen to ensure customer success.
Import Customer Data
Pull in customer data from all your key locations (CRM, helpdesk, etc.) and see all customer interactions in one place.
Send Product Usage Data from Your App to ClientSuccess
Monitor how your customer is actually using your product and use that as an indicator of how well they’ve been onboarded.
Ensure Your Onboarding Process Stays on Track
Keep your onboarding team organized by knowing who on your team is assigned to manage each step of the onboarding process and when each task is due.
Report Onboarding Progress to Leadership
Keep your entire company up to speed on the progress of your onboarding customers. Identify any bottlenecks that are slowing down onboarding and then take action to solve them.