If your company already has Customer Success and Sales departments, your structuring task will be easier. However, pay attention to the details! Check out these three steps before implementing an onboarding process .
1. Invest in personalized onboarding
Never forget to treat onboarding projects in a personalized way. Although many businesses tend to serve similar market segments, each buyer has their own perception of the value of a solution and their own goals for success.
During the journey, customers have varying levels of learning and progress in the ongoing stages , which requires implementation time and different feedback from them.
In this case, it is necessary to prepare the team to dedicate veterinary email list individualized attention to each case, create meeting schedules and differentiated checklists so that the client is committed to achieving their own success.
2. Invest in business intelligence
Even with good Customer Success and Sales teams, these professionals must be trained before executing Onboarding projects . Especially since they approach the customer at different moments in their journey.
Therefore, invest in the level of business intelligence of your entire company. Customer Success can provide insights into maturity and profile for sales pitches , while Sales generates rich information for the “first success”.
Conduct surveys and interviews with customers, focusing on discovering the motivations that led them to the first value . These methods will facilitate the creation of service playbooks and give the team more clarity about how Onboarding works in practice.
3. Count on qualified professionals
Last but not least, invest in training professionals with a culture of customer success. Count on people who are communicative, capable of generating rapport and have technical knowledge in strategic marketing .
These professionals must also be true experts in the solution they sell, know their value proposition and be dynamic in interacting with customers at different levels of success.
Conclusion
Implementing the onboarding methodology is not an easy task, but it is a growing necessity for businesses that are increasingly automated and involved in a data-driven marketing scenario.
Companies often develop solutions aligned with market demands, but underestimate the complexity of their use in the customer's day-to-day life, which results in frustration, complaints and ultimately the loss of customers and sources of revenue .
In this case, having an Onboarding team structured for customer success could be the answer to banishing the ghost of churn once and for all .
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