Do You Know Where Your Weak Links are in Customer Onboarding?

By Peter Ord
Apr 16, 2020

Not everyone likes to talk about their weaknesses, but when it comes to onboarding, identifying the weak links in your process could be the difference between long-term client retention and significant levels of churn that stunt your company’s ability to grow. The problem for many companies, though, is not that they don’t want to know their weak links, it’s that they don’t have a good onboarding process to be able to identify the weak links and correct them. That’s where a top-notch client onboarding platform can help.

Standardize Your Process

Standardization is critical to be able to show what is happening, why, and to find ways to make improvements. When pharmaceutical companies are testing a new drug, they collect vast amounts of data on every aspect of a patient’s treatment, give the same dose of medication to all 10,000 people in a study, then control for all the variables and report on what happened. If they didn’t have that level of strict standardization, they could never know whether the medication was what helped a patient, or if it was any number of variables.

To find the weak links in your onboarding you need a process that gives you the same information about each client. Having a short checklist that includes things like sending logins and an automated welcome email are not the same as an onboarding process.

Have Clear Duties and Responsibilities

One of the biggest challenges in onboarding, especially in larger organizations, is the chance that important tasks are forgotten, missed, or lost in the handoff from sales to client success. Having clearly defined responsibilities reduces the chance of things “falling through the cracks.” Having transparency to show everyone on your team and your client’s team who owns what, when it’s due, and what is currently overdue, significantly increases the chance that everyone on the team will deliver their part on time.

Plan for Turnover and Transitions

Another significant challenge that many companies do not account for in onboarding is the chance that someone on your onboarding team (perhaps someone who holds a high-level role) will leave the company. It happens all the time, and if all the onboarding processes, tasks, information, and responsibilities were in that person’s brain, the rest of your team is left scrambling to pick up the pieces. That stalls the onboarding process and leaves your clients unhappy and likely to leave.

Your onboarding software can provide you with a wealth of data that allows you to review what happened in each client onboarding process and see where there is room for improvement. Find out how the GuideCX has changed the way that companies onboarding by offering more standardization, better processes, increased transparency, and improved communications among internal and external teams.

Peter Ord

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