When your sales team first engaged with a client, they were discussing ways that the products and services you provide can meet a need. They may have identified certain pain points or other gaps that are holding a client back from realizing their own potential. Once the sales team convinced the client that your product could give them the things they need or feel they are missing, they signed a contract and handed the account off to you. Now your job as the onboarding team is to prove that the product can do what they want it to.
Proof of Concept in Onboarding
Your clients are going to come into the onboarding process with a lot of ideas about how your product can help them achieve specific goals. The critical role of your onboarding team early on is to identify what those goals and ideas are, demonstrate how your product can meet those needs, and give clients the appropriate tools and training. Your processes need to be structured in a way that gets each client to the realization that your product can do what they want and it is what they thought as quickly as possible.
Best Practices During Onboarding
Structure your onboarding in a client-centric (as opposed to feature-centric) way to help them get to that first “aha” moment as quickly as possible, and to motivate them to keep moving through the onboarding process. That means understanding some of the stages that your new clients will go through and meeting their needs at each step.
- Stage 1: Initial excitement and intrigue – clients are excited about the prospect that your product offers, so capture that excitement with an initial kickoff meeting and some initial communications to get them connected to your product (logins, etc.)
- Stage 2: Interest and testing – they begin using your software so these onboarding steps should include customized or personalized training to show them the features and benefits that are most likely to solve the issues they have. Have clients do some of the work in this stage so they become invested in the product.
- Stage 3: Desire to learn more – this is where your clients have seen the benefits that the product can provide and want to dive deeper into how it can help. That means you need to provide more in-depth training suited to their needs.
- Stage 4: Commitment and success – clients have seen first-hand how beneficial this software can be and have experienced one (or more) “aha” moments where they see the value and potential. Provide them with case studies and best practices to further refine the way they use the product.
The sooner you can get them to Stage 4 the better, because they are more likely to purchase additional products, renew their contract, and recommend your product to others.
Proving your value is critical during the onboarding stage. Clients who don’t see an immediate value or ROI during the onboarding phase are less likely to stick around. Find out how GuideCX can help your team show proof of concept sooner in onboarding and keep more of your clients.