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Customer Onboarding

How can you help customers fall into the flow of success?

What routine checks and balances needs to be setup to manage this process optimally?

Mantra

The onboarding phase is when you have the opportunity to make a customer happy. You need to have A grade onboarding when you have their attention because it's much harder to get it back if you screw this part up. David Skok

With a complex product, onboarding and ETL processes can work together to simplify the users experience of gaining competence without conscious effort.

Phases on onboarding process:

  1. Discovery
  2. Preparation
  3. Learning
  4. Completion of goals

During the process extract trigger stories to feedback to marketing and sales.

Benefits​

Drive scalable and sustainable growth.

  • Customers with better processes generate fewer support issues
  • Growth by acquisition generates migration consultancy fees
  • Customers that scale operations are more profitable and provide strong social proof

Tactics: Provide a cash-flow forecasting tool for free to build trust and educate Create a salesforce of the professional network customers need to grow their business

Challenges​

Grow Relationships​

Establish a relationship and build trust by giving something useful away for free.

  1. Begin relationships by helping not selling
  2. Learn pain triggers and where to focus product improvement
  3. We don't waste time trying to make the wrong customer happy

Personalised Experience​

  • Who what why and when
  • Pain trigger to pleasure goals
  • What outcomes to measure success

Thoughts​

Questions

Obstacles

Opportunties

Decisions

Tools​

What are best of breed tools that match jobs to be done?

Context​

What are related concepts to master?

What useful education resources are available?

Questions​

What happens to your onboarding when the customer who signed up isn't the one who has to use it?

  • Which of the four phases (discovery, preparation, learning, completion) loses the most people — and do you measure that?
  • If onboarding is when you have their attention, what's the one thing you'd prove in the first 48 hours?