Before you even start the onboarding process with your clients, it’s important that you have your own internal processes worked out. The more prepared you are before you start onboarding, the less likely you will run into challenges that slow you down, leave clients frustrated, and make it more likely that they will leave your company for a competitor in the future.
1: Build the Right Team
A lot of companies focus on building successful sales teams, which is very important for new client acquisition. But you should put just as many resources into your onboarding and client success teams so that once sales closes a deal you can turn them into long-term, loyal customers instead of always needing to generate new leads just to stay afloat.
2: Measure and Understand Time-to-Value
Onboarding doesn’t stop after you provide login credentials and a link to your knowledgebase, although some companies unfortunately believe that it does. The client onboarding process is a chance for you to show them why they purchased your product and how it can solve a problem for them, so your focus should be on getting them to that “first win” as quickly as possible. That’s the moment when they see true value and want to continue using the product. In order to design an effective onboarding process to get your clients to that point, you need to know what those “first wins” are, and how long it takes an average client to get there (the time-to-value, or TTV). Then remove barriers and get them to that point as quickly as possible.
3: Automate What You Can
It’s important to automate what you can to take some of the workload off your team. Things you can automate with the right client onboarding software include:
- Welcome emails
- Initial questionnaires or surveys
- Task assignments (with templates)
- Task reminders
- Progress reports (for your team and your clients)
4: Organize Your Resources
Every client will need something a little different during onboarding, so rather than sending them a link to see every how-to video and article about the features of your software, organize your knowledgebase, case studies, best practices, and other resources according to customers’ needs. This can help you tailor the resources to each client and provide them with manageable (and useful) information rather than leave them feeling overwhelmed or disillusioned because they can’t find what they’re looking for in your training.
You never get a second chance to make a first impression, as the saying goes, so onboarding is the time to create a lasting impression with clients that your software can and will meet their needs. The GuideCX client onboarding platform can help you create a streamlined and successful onboarding for every client. Find out more today by scheduling a demo.
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- Are You Missing This Critical Client Satisfaction Metric in Your Onboarding? - December 14, 2020