Revolutionize Your Customer Onboarding
Your playbook to get customers to value quickly.
Member Challenge
Onboarding is no easy feat. With many different internal functions involved and so many customer touchpoints, there's plenty of room for error, including:
- Mismatched expectations about responsibilities, timelines, and outcomes.
- Underwhelming customers by overpromising and underdelivering on product experience and value.
- Poor project management, resulting in missed milestones and delayed time to value (TTV).
- Overservicing or underservicing customers.
- Lack of processes and documents, resulting in delays and inconsistent experiences and outcomes.
- Confusion around when onboarding starts, when it stops, and who is ultimately accountable.
Our Advice
Critical Insight
- View onboarding as one step in a broader process that involves many functions across the organization. Onboarding is the most important step to ensuring successful long-term customer relationships next to sales. Working together to succeed in the early stages of the customer relationship is critical for retention and account growth.
- Onboarding starts before the sale. Expectations for onboarding and outcomes of using the solution are set during the sales process before onboarding takes place.
- Connect value delivery with customer goals. Planning value delivery linked to the reasons the customer purchased is the essence of strong onboarding.
- Internal alignment and coordination is the absolute critical success factor of seamless onboarding.
Impact and Result
- Understand current maturity, high-priority paint points, and opportunities for growth.
- Improve internal processes, communication, and process efficiency and effectiveness.
- Know where resources are needed to improve the onboarding process.
- Develop recommendations for executable onboarding improvement initiatives.
- Develop a target customer onboarding journey and executable process improvement initiatives that address top pain points and gaps.
Research & Tools
| Name | Actions |
|---|
1. Revolutionize Your Customer Onboarding Storyboard – A step-by-step overview of how to benchmark new customer onboarding performance, develop a target customer onboarding journey, and develop initiatives and recommendations for improved business outcomes.
Make meaningful improvements to your new customer onboarding journey. This storyboard will help you understand current onboarding maturity and performance benchmarks, identify top pain points and critical gaps, and develop process improvements for a stronger customer onboarding experience.
| Name | Actions |
|---|---|
|
Revolutionize Your Customer Onboarding Storyboard
|
2. Onboarding Diagnostic – Assess and benchmark your current onboarding performance and maturity.
This worksheet will help you assess your current customer onboarding performance and maturity and identify initial recommendations for improvement.
| Name | Actions |
|---|---|
|
Onboarding Diagnostic
|
3. Onboarding RACI – Align on onboarding roles and responsibilities.
This worksheet will help you assign tasks and responsibilities for strong internal collaboration and coordination.
| Name | Actions |
|---|---|
|
Onboarding RACI
|
4. Onboarding Executive Presentation Template – Make the case for meaningful onboarding program improvements.
Use this presentation to present your findings and recommendations to executives.
| Name | Actions |
|---|---|
|
Onboarding Executive Presentation Template
|