If you haven’t read Part 1 on this topic, we recommend reading that now.
Client onboarding is a critical piece of the puzzle for creating loyalty and building successful long-term relationships, but many companies fail to invest the time and resources it requires. Here are some additional reasons you need to improve onboarding.
Proper Onboarding Provides Clients with Early Success
The time immediately after your clients sign a contract is extremely important. During this time they are still excited, curious, and engaged in the process and you can take advantage of that with clear, step-by-step tools to keep them excited. Sending one or two “welcome” emails is not enough, and will likely lead to them disengaging quickly because they don’t know what to expect or what is happening.
The sooner they see tangible success, the more they will engage with your products or services, and the more likely they are to stick with you in the long run. Clients that never really see the value you can provide will have one foot out the door almost from the beginning.
Transparency Eliminates Frustration
Lack of transparency and communication are key reasons that many clients get frustrated. This is particularly true if you have a long or involved sales process during which someone from your sales team was frequently in contact with a potential client. If that level of communication doesn’t continue once they sign the contract, it signals to the client that they are not important now that you got them in the door. Even if you and your team are working furiously behind the scenes to get things off the ground, if they don’t see it, they may believe nothing is happening.
The more transparent you can make the onboarding process for a new client, the more they can see all the work you are doing behind the scenes to make them successful. When you have tools that improve transparency in the process, it also reduces the amount of communication back and forth between you and the client because they can clearly see where all the deliverables and projects are at any given time.
Onboarding Allows You to Manage and Exceed Expectations
A thorough onboarding process also helps you manage client expectations. They can see exactly what you will provide, and if there are any questions or things that need clarification, those can be addressed immediately rather than doing all the work only to find out they were expecting something different.
Get Onboarding Right
Because so few companies get onboarding right today, it provides a unique opportunity to differentiate you from your competitors. The good news is you don’t need to start from scratch. Contact GuideCX today to find out how easy it can be to create and streamline your client onboarding process.
- 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