In Part 1 of this blog, we covered the importance of creating processes that you can automate to streamline client onboarding. In Part 2, we will cover a few more areas where automation can make a big difference in your ability to make a positive first impression for your clients.
One critical step in every onboarding is training clients to use your products or services in a way that will help them achieve their goals. Failing to properly train clients from the start can lead to them giving up on your products or services. When that happens, they are unlikely to ever see a return on investment, and probably won’t stay with you for long.
Automate and Scale It: You can automate client training with scheduled communications that link to webinars, how-to videos, guides, and more. Proper automation will provide enough information to help them get started on the platform without overwhelming them with too much, too quickly. As you scale up, make sure your automation allows you to customize training to each client so they get the right tools to maximize their experience.
Cross-Selling and Upselling
As you near the end of your client onboarding experience, it’s important to maintain regular contact. If you had an effective and efficient onboarding process, your clients are probably seeing success. They’re primed to become satisfied long-term customers who are more likely to upgrade their services or add on more products in the future. As initial onboarding wraps up, think about creating marketing plans targeted at your current customers to keep them happy. Retaining a customer is far less costly than trying to land a new one, since you already have their contact information and know exactly what they want and need.
Automate and Scale It: Similar to your marketing activities to bring in new clients, create automated email campaigns that give current clients:
- Information about other products, upgrades, or add-ons that could enhance the products they are currently using or that help them achieve their goals
- Client testimonials, case studies, or other research that is relevant to their own user experiences
- Client segmentation and tracking to identify what is of interest to your clients and provide better and more targeted resources in the future
Once you set up the process, track it and review whether it’s effective. Make tweaks or changes as needed so you can easily scale it up as you grow.
If your current client onboarding platform doesn’t do all of this, talk to GuideCX about our SaaS platform that is setting the new standard in customer onboarding, implementations, and a wide range of B2B interactions.
- Success in the User Journey: Sales, Onboarding, Adoption, Lagging (Part 2) - August 26, 2020
- Success in the User Journey: Sales, Onboarding, Adoption, Lagging (Part 1) - August 19, 2020
- Signs Your Current Onboarding Process is Failing - July 28, 2020