In part 1 we talked about the actions that should take place in the first week of onboarding. Here are some general timelines to maximize the first 30, 60, and 90 days.
End of Week 1: Kickoff Meeting
Schedule a kickoff meeting with your client as quickly as possible after meeting with your sales team for the handoff. This gets your clients started when they’re still excited. During that meeting you should:
- Review the contract and set expectations for deliverables
- Ask questions or get clarification on client goals and expectations
- Provide a concrete schedule (with deadlines) for the onboarding process
- Discuss what they can expect from you and what you need from them
Days 7-30: Internal Setup
A lot of what happens after a client kickoff meeting happens internally, but that doesn’t mean it should seem like a black hole to them. Unfortunately, this is where many companies fall short. They meet with a client and then work behind the scenes on getting things set up, but may go weeks or longer without communication to the client. This leaves clients feeling frustrated and abandoned.
A better process would involve a platform that allows you to assign all the relevant tasks to your team to do that behind-the-scenes work, but with complete transparency, so the client can see what is happening and when it will be done. Many platforms don’t give you this level of transparency, and that’s part of what makes GuideCX different.
Days 31-60: Training and Feedback
Now that your client is set up in the system, the next step is to provide them with resources for training. Leverage your knowledge base, tutorials, and other resources, as well as in-person or online training to get them up to speed.
During this time you should also be checking in regularly with the client to answer any questions they have that they may not have known to ask during the sales process or at your initial meeting. Having set times (weekly, bi-weekly, etc.) for calls can streamline this and keep your team organized and on task without being overwhelmed with questions.
Days 61-90: Achieving the “First Success”
The sooner you can help your client see a “first success” with your platform, products, or services, the more likely they will become a long-term client. How quickly you achieve that will vary based on a client’s needs and the average time-to-value with your products and services. For some companies this will happen sooner than 60 to 90 days, others may take over 90 days. At the very least, make sure you provide feedback, reports, and other information to show how they are steadily moving toward that first win.
Change the Way You Onboard
The time it takes to onboard your clients will vary based on what your company offers, but a 90-day plan to achieve success and customer satisfaction can go a long way toward retention. Learn how you can streamline onboarding and make it easier and more transparent on both you and your clients with GuideCX.
- After the Sale: Key First Steps for Onboarding - August 5, 2020
- Best Practices for Improving B2B Customer Experience in Onboarding - July 20, 2020
- Breaking it Down – Why Simplicity Wins in Client Onboarding – Part 2 - May 15, 2020