There’s a lot of satisfaction (and often much fanfare) when your company completes a sale. It’s a time when there are a lot of expectations and a lot of hope. Your new client is excited about the opportunity to get software that will meet their needs and hopefully improve their own ability to do business or deliver a service. Your team is hoping it will be the start of a long-term relationship with a new client.
What happens next is actually one of the most critical steps in your new relationship with a client, and it can set the stage for whether they become a loyal client or they lose interest, become disillusioned and frustrated, and eventually decide not to renew their contract. It’s the sales-to-onboarding handoff, and there are a lot of things that can go wrong. The good news is that knowing some of the most common pitfalls can help you avoid them.
1: The Black Hole of Communication
One of the most common mistakes people make in the transition from a sales team to onboarding is to leave the client hanging with no communication for an extended period of time. The client, who is likely excited about the new software they just purchased, will quickly get frustrated if they don’t hear from anyone about what the next steps are in the onboarding process. It’s critical that your onboarding team reaches out as soon as the sale is finalized to provide:
- A timeline for the onboarding process
- Contact information for the onboarding team lead
- Clear expectations for what will happen next
2: Overwhelming Your New Client
On the opposite end of a lack of communication is the communication overload, providing too much information to your clients all at once. You might think you are being helpful by sending an email to kick off the onboarding process that includes links to 30 training videos and 245 articles in your knowledge base, but most likely you’re just overwhelming your clients. Instead, create a customer journey through the onboarding process and build a series of well-timed, automated emails that walk your client through the appropriate training and information to help them succeed when using your software. It is also important to ensure the right customers get added on the customer side to implement and launch.
3: Making Promises You Can’t (Or Won’t) Keep
Overpromising and underdelivering is a common issue during onboarding. For many companies, it’s the result of not having a clear onboarding process, so any dates you provide or actions you promise can quickly get overlooked or missed entirely. The best way to avoid this is with client onboarding software that clearly outlines every step of the process provides deadlines and task assignments so people know who is responsible, and gives a clear completion date that is both reasonable and reliable as long as everyone does their job.
If you are falling into some of these onboarding pitfalls, find out how GuideCX client onboarding software can help you improve the implementation process for everyone. Schedule a demo today to learn more, or start your free 14-day trial!
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- Avoid These Common Pitfalls in the Transition from Sales to Implementation to Onboarding - September 3, 2020