What are your top strategies for maximizing the impact of new customer onboarding? What are some of the new and innovative ideas out there?
Sort by:
adoption and implementation scores. w ehave implemented team channels for dedicated sharing and collaboration.
Set some standards around key data and information necessary to collect before every handoff from the seller or team that has led this conversation to date.
Keep it tight and precise so that individuals involved are willing and capable of consistently getting and providing this information to CS.
Examples: top 3 goals, biggest frustration with current process, other departments this change may impact, etc.
Customize this to provide the most value to the teams that are interacting.
New and innovative tools are valuable to the extent they are used. The most important criteria start with agreement from all parties on what is the central point of data authority. Tools my teams have used successfully include Asana, Google Sheets, and Teams folders. Sometimes simple is good; other times complexity is necessary. Choose based on the intensity & depth of your project.
-Start as early as possible during sales cycle by setting expectations, getting CS Leader introduced to key contacts, aligning on resource needs, getting customer plugged into your community, etc
-Create email drip campaign through onboarding to keep customer excitement up, and ensure they participate fully in the process
-Onboard iteratively if at all possible to shorten to value. Focus on Top priority use case first and then expand from there
Don't delay the start date! As much as possible get from signed contract to up and running as fast as humanly possible. While momentum is hard to technically measure and value it is very real and the excitement and energy on the other side fades by the day, regardless of the true value of your solution.
The faster you get to kick-off and training, and the more interactive that training is to specific use cases within their businesses the better.
We call this SPEED TO VALUE and it is absolutely critical. May not be new or innovative but it is the most effective thing I've seen.