Mark Mitchell

Author
7 Deadly Onboarding Sins and How to Avoid Them

7 Deadly Onboarding Sins and How to Avoid Them

We’ve all heard the adage that you never get a second chance to make a first impression, right? That statement holds true in so many different situations: meeting new colleagues, brokering new relationships with clients, and even introducing those new clients to your...

4 Questions to Ask on Your Post Client Onboarding Survey

4 Questions to Ask on Your Post Client Onboarding Survey

If selling your software or service requires an onboarding process, one of the most important things you can ever do is receive feedback with a post-client onboarding survey. In a pre-onboarding survey, you would have identified your customer's desired outcomes, their...

3 Questions to Ask on Your Pre Client Onboarding Survey

3 Questions to Ask on Your Pre Client Onboarding Survey

You have a new customer and you’re about to begin the onboarding process with a client onboarding survey. The first thing you need to do, as part of your sales-to-onboarding handoff, is to collect all the information you can from the salesperson who sold the software...

3 Benefits of a Combined Sales and Customer Success Team

3 Benefits of a Combined Sales and Customer Success Team

One of the very first questions that a new client asks during the onboarding process is, “Where is my money going?” When time quite literally means money, it’s a fair question. But, unfortunately, for many organizations, the answer isn’t always easy to find, which can...

Successful Transitions from Sales to Onboarding: What it Looks Like

Successful Transitions from Sales to Onboarding: What it Looks Like

There’s a lot of information out there focusing on the sale. You need to attract new clients, but once you close a deal that’s actually not the end of the road—it’s just the beginning. What you do next will determine whether you set the client up for success in the...

After the Sale: Key First Steps for Onboarding

After the Sale: Key First Steps for Onboarding

As the ink is drying on that new contract, your sales team is preparing to hand over a new client to the onboarding team. This is actually one of the most important transitions in the entire process, and unfortunately, it’s also a time when many companies drop the...

Best Practices for Improving B2B Customer Experience in Onboarding

Best Practices for Improving B2B Customer Experience in Onboarding

There are essentially two kinds of SaaS companies out there: those that cater to end-user customers (B2C) and those that cater to businesses as their end-user (B2B). In the case of the latter, chances are your software is part of a larger contract and your clients...

Why Customer Onboarding Never Ends

Why Customer Onboarding Never Ends

This post originally appeared on Springboard Solutions. Do you find that just when a new account is finally onboarded and goes live, the internal champion leaves and poaches half their team? When this happens, you unexpectedly are entitled to onboard and train a new...

The Neuroscience of Customer Onboarding

The Neuroscience of Customer Onboarding

This article originally appeared on Springboard Solutions. Do you meet resistance from new customers when you most expect them to be excited about your product? The reason might be due to the inner workings of the brain. Ed Powers, Vice President of Client Success and...