90% of customers feel that the companies they buy from could do better when it comes to how they experience onboarding.
Customer success is about helping your customers understand and leverage the value of your product; you’re basically helping them achieve their goals. In a sense it’s one step beyond traditional customer support, taking a proactive approach to understanding and addressing customer needs.
A key component of customer success is making sure your customers are effectively onboarded.
Onboarding provides a unique opportunity for the CS team to nurture and address the key needs of a new customer, and an effective onboarding program can mean the difference between a long-term customer and a rapid churn.
For customer success teams to succeed with onboarding, CS managers should drive clear best practices and use well-structured processes to make onboarding as effortless as possible for everyone involved.
In this Process Street article, we’ll dive into:
- Customer success onboarding best practices
- Designing your customer success onboarding framework
- The customer onboarding process
- Measuring success with key customer success onboarding metrics