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Client Onboarding

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 a graphic of the difference:

Climbing Guide and GUIDEcx employee

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 have to occur for this onboarding process to succeed.

Why is Client Onboarding Important?

Remember Companies 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, reflecting their support. If their support to their clients is poor, the reputation of providing poor service will come back to 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.

Ready To Learn More?


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Why GUIDEcx Client Onboarding Software?

  • Reduce Anxiety, Increase Participation
  • Complete Control over Visibility Settings
  • No Login Required for Participants
  • Complete Tasks via Portal, Email, or Mobile App
  • Automate Project Updates, Tasks, and Reminders

4 Keys to Prepare for Successful Client Onboarding

A lot of companies focus on building successful sales teams, which is very important for new client acquisition. But you should put just as many resources into your onboarding and client success teams. They can focus on the customer’s current needs and help prevent churn.

Once your sales team closes a deal, perfect the sales-to-onboarding handoff. Then, you can turn your new client into a long-term, loyal customer. This will do much better instead of always generating new leads to stay afloat.

Onboarding doesn’t stop after you provide login credentials and a link to your knowledge base. Although, some companies, unfortunately, believe that it does.

The client onboarding process is a chance for you to show them how your product can solve a problem for them. Your focus should be on getting them to that “first win” as quickly as possible. That’s the moment when they see the true value and want to continue using the product. In order to design an effective onboarding process to get your clients to that point, you need to know what those “first wins” are and how long it takes an average client to get there (the time-to-value, or TTV). Then, remove barriers and get them to that point as quickly as possible.

It’s important to automate what you can to take some of the workload off your team. Things you can automate with the right client onboarding software include:

  • Welcome emails
  • Initial questionnaires or surveys
  • Task assignments (with templates)
  • Task reminders
  • Gathering and sending progress reports (for your team and your clients)

Every client will need something a little different during onboarding. Rather than sending them an overwhelming list of attachments and links about your software, organize these things according to your customers’ needs. These items can include:

  • How-to videos
  • Articles on your features
  • Your knowledge base (help articles)
  • Case studies
  • Best practices
  • A list of contacts

Organizing these materials can help you tailor the resources to each client and provide them with manageable (and useful) information rather than leave them feeling overwhelmed or disillusioned because they can’t find what they’re looking for in your training.

You never get a second chance to make a first impression, as the saying goes, so onboarding is the time to create a lasting impression with clients that your software can and will meet their needs.

Why GUIDEcx?

Industries We Help Guide

SaaS

Easily track and manage projects, shorten timelines, and deliver results faster, so you make a good first impression every time.

HealthTech

Get HealthTech stakeholders on the same page and keep them there, even during the most complex implementation processes.

EdTech

Project transparency and accurate delivery timelines help manage expectations so everyone feels like the smartest person in the room.

AutoTech

Get a new client onboarding process that runs like a well-oiled machine—even when you are managing multiple stakeholders and tracking complex tasks.

FinTech

Trust is your currency in the financial services industry, and we can help you build it with complete project transparency.

Powerful, Purposeful, Seamless Integrations

Connect 1,000+ applications to GUIDEcx so you can increase automation and keep projects simple.

GUIDEcx Is Leading The Client Onboarding Software Category

Our customers love us for our customer service and how we enable our users to engage their customers. See how we specialize in customer onboarding, task management, and project management.


300k+ Projects Successfully Completed on GUIDEcx

Join the ranks of companies providing stellar customer onboarding experiences.

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