Eight Essential Customer Onboarding Practices
If customers cannot use your product, then they may learn that they can do without it. Worse, they may find a competing product that they CAN use successfully. Both of these outcomes pose risks to Customer Success and recurring revenue—risks that effective customer onboarding practices can avert.
A successful customer onboarding process is the vital first stage of any productive, long-term customer relationships. It demonstrates your company’s commitment to setting up customers to use and adopt their new product as needed to achieve their desired outcomes — of setting them up for Success!
Customer onboarding can occur via automated or guided processes. In either case, the core goals are:
- helping customers engage with your products by eliminating barriers to use
- introducing them to necessary self-help, assisted support, and training resources that can help assure continued Customer Success
To accelerate customer time-to-value, sustain long-term relationships, and advance recurring revenue goals, implement these eight proven customer onboarding practices:
- Communicate with all new customers. Use automated (e-mail, recorded videos) and guided (phone, video conference, on-site, in-program) methods to initiate contact.
- For customers with named or assigned account resources (TAMs, CSMs, etc.), introduce the customer to the account team and share contact information.
- Assess the customer’s ability to access and apply products.
- Identify and remove barriers that may inhibit initial use of the product with setup assistance, training, support, and recommendations for self-help or self-guided resources.
- Introduce customers to the services they are entitled to through a welcome kit that describes service program entitlements, including steps for getting help, and how to submit new support cases.
- Communicate expectations, responsibilities, and timeline for major onboarding milestones to ensure the best possible time to value.
- Establish outcomes and milestones and monitor customer adoption progress to ensure successful initial onboarding.
- Assess customer expected outcomes and begin development of adoption and success plans.
How effective are your current customer onboarding practices?
We can help you make them better
Reach out anytime to get answers and insights about the best ways to engage and retain your customers. Use the chat button at bottom right, send an e-mail, or click on my calendar to schedule a specific time to talk.
The amount of recurring revenue a company receives may increase, stay the same, or decline for a given period. Recurring Revenue Rate indicates the percent change in the amount of recurring revenue at the end of a specified period compared to the recurring revenue at the beginning of the same period. Measuring recurring revenue rate is essential to help identify the factors that lead to revenue retention and attrition and provides an indicator of the overall state of customer relationship health.
Effective customer engagement starts with Service and Sales coordination. Know these seven essential sales-to-service handoff practices to help your organization foster continued Customer Success and recurring revenue growth.
You have a lot of customer data, but does it tell you everything you need to know about how to engage and sustain long term profitable relationships? ServiceXRG CEO Tom Sweeny explains his three critical customer relationship value metrics — why they matter, how to calculate them.
Half of the organizations we surveyed executed on LESS than half of these core Customer Success actions. How does your company stack up — and where can you improve?
Company executives understand that selling services alongside core product offerings leads to greater alignment and customer value, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. Well-defined services and the means to sell them are imperative. so why is selling services so difficult? This article introduces 10 ways to help Sales teams sell services.
Net Recurring Revenue is a comprehensive indicator that reveals the extent to which you are retaining, expanding and growing customer relationship value. Examining the specific underlying elements that contribute to the calculation of Net Recurring Revenue provides the necessary insights to identify the root causes of churn, attrition and contraction. In addition, examining the reasons for revenue growth presents opportunities to embrace and expand practices that encourage expansion of relationship value.