Published: 11 March 2024
Onboarding for B2B subscription solutions sets the tone for the customer’s owning journey and should not be viewed as a one-time event. Instead, revenue and retention leaders should design onboarding to be the starting point for continuous customer learning to achieve proficiency and attain value.
When onboarding is viewed as a one-time event, B2B solution, providers can miss out on the opportunity to design follow-on experiences that build on that foundation and deepen the customer relationship to foster long-term loyalty.
While most B2B providers of subscription products and services have invested in a well-defined onboarding process, the process tends to be limited in its reach and is designed as a product-centric experience aimed only at administrators and/or direct users of the products.
Although measures like customer satisfaction (CSAT) are used to assess a customer’s perception of onboarding, it can be difficult for solution providers to
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