What is Client Onboarding?

By Peter Ord
Aug 9, 2021

If you work in a SaaS (software as a service) or B2B (business-to-business) or B2C (business-to-consumer) company, you’ve probably heard of client onboarding. Or, perhaps, you’re a curious soul who’s stumbled across the term. You may have asked yourself, “What is client onboarding?” Whoever you are, welcome. Here’s what client onboarding is.

 

What is Client Onboarding?

Client onboarding is similar to employee onboarding, but has some key differences. Client onboarding is external while employee onboarding is internal. Here’s an article on the difference between client and employee onboarding

Here’s a graphic of the difference:

employee onboarding is the onboarding of one person client onboarding is the onboarding of multiple people

Client onboarding can also be referred to as customer onboarding. Basically, if Company A has a product they sell to Company B, client or customer onboarding is the training and education Company A provides to Company B on how to use that product or service. Pretty simple, right? 

It may sound simple, but a lot of collaboration, communication, and transparency has to occur in order for this onboarding process to be successful. Here’s a list of the most common client onboarding mistakes people make.

 

Why is Client Onboarding Important?

Remember Company A and B from above? Let’s refer back to those two. 

Client onboarding is important for Company A because when it’s done well, it helps them build trust and loyalty with their customers. It can help them grow as a company as it reflects their amount of support. If their support to their clients was poor, the reputation of providing poor service will come back for them. 

For Company B, client onboarding helps them learn how to use the product or service to its fullest extent. This means there’s a greater chance of them becoming loyal customers. 

 

Overall, client onboarding is beneficial for both the sellers and buyers of a product or service. It’s an often overlooked process, and when buyers feel like they’re being ignored or forgotten about post-sale, there’s a much higher risk they’ll churn. Here’s some great info on the difference between B2B and B2C churn, why it occurs, and how to solve it. You can also head to our resources and browse more information on client onboarding. 

 

Peter Ord

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