Tips from the Pros on Achieving Onboarding Success

Onboarding for new clients is essential to set the right expectations and get your new clients on the path to success. But how do you know if your onboarding is working? Having a standardized process to follow is a good first step, but simply checking the right boxes doesn’t mean your clients are coming on board ready to use your software to reach their goals. The GuideCX team has put together some tips to help you achieve onboarding success.

 

1: Build a Genuine Relationship

For many companies the sales process is entirely separate from the onboarding—that is true for your company, which has sales reps who hand off new clients to a client success our onboarding team. It’s also often true for your clients, who have an implementation team that is separate from the decision-makers who purchased your product. That means everyone in the onboarding process is starting from scratch, and it’s the ideal time to build a genuine relationship.

Having a relationship means your client will feel like they can communicate with you about the challenges they face during the process, and let you know (truthfully) when things are not going well so you can correct it. No onboarding process will ever go 100% smoothly, and honest communication about the inevitable roadblocks or unforeseen challenges gets you through it without residual bad feelings.

 

2: Manage Expectations

It might sound cliché but setting expectations from the start is essential in tracking onboarding success for each client. Having clear goals that everyone understands, and everyone working toward the same things, helps your team determine whether you are getting there with your clients. Salespeople often make promises during the sales process, and sometimes they aren’t completely realistic once you get to implementation, so being clear with everyone helps you avoid misaligned goals.

 

3: Understand Customer Stakeholders

Your customers purchased your product because they believe it can help them achieve something specific for their business, so your job is to understand who the stakeholders are on the client-side and what they hope to achieve. This allows your team to move their onboarding team in the right direction to achieve those goals. Once you do achieve a goal, make sure you help the right people at your client company get credit for the success.

 

4: Get Small Wins Early

Some implementations will take a long time, but it’s critical that you still find ways to achieve small wins in the interim. Your team can do this by:

  • Being hyper-responsive to the client throughout onboarding
  • Completing small or simple tasks quickly to get some early deliverables to the client
  • Reporting on progress toward larger goals

These things build trust early and help you tackle some of the harder or larger deliverables together once you’ve already established a relationship.

At GuideCX, we know how important the onboarding process is, which is why we’ve developed a software platform that makes that process easier for your team and your clients. Find out how we are changing the way companies onboard new clients by scheduling a demo today.

Peter Ord