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Pulse Europe 2017 - How to align across functions around customer onboarding and training

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Learn how Sana Commerce is improving its onboarding process to deliver a seamless customer experience.

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Pulse Europe 2017 - How to align across functions around customer onboarding and training

  1. 1. HOW TO ALIGN ACROSS FUNCTIONS AROUND ONBOARDING AND TRAINING EMILIE DUBAU Sana Commerce
  2. 2. ABOUT ME
  3. 3. WHAT MAKES ONBOARDING AT SANA COMPLEX Long implementation = Long time to value Expensive customisations IT resource dependent Complex product = Complex training
  4. 4. WHY ONBOARDING IS IMPORTANT FOR SANA Active Customers are a company-wide KPI Part of invoicing can only be done once the project goes live Impossible for customers to see value until they are live
  5. 5. THIS IS HOW WE DO IT (FOR NOW) SALES ONBOARDING POST-ONBOARDING Sales Customer Success E-commerce Consultant Project Manager Standard Sana Project Manager Customisations Technical Consultant Product Specialist Technical Consultant Developers Service Consultant (only if customisations) Customer Support
  6. 6. THIS IS HOW WE DO IT (FOR NOW) SALES ONBOARDING POST-ONBOARDING Sales Customer Success E-commerce Consultant Project Manager Standard Sana Project Manager Customisations Technical Consultant Product Specialist Technical Consultant Developers Service Consultant (only if customisations) Customer Support All the functions highlighted in blue may have direct contact with the customer.
  7. 7. CUSTOMERS’ FEEDBACK “They are so many people! Who should I contact for what?” “I followed 12 hours of online training but I still don’t know how to upload my content.” “Customer Success Manager? Who is this person?”
  8. 8. THIS IS WHAT CUSTOMERS REALLY WANT Make it easy!
  9. 9. THIS IS HOW WE WANT TO DO IT SALES ONBOARDING ● Welcome message ● Clear picture of the customer and his/her needs ● Training plan ● Fast completion of project ● Post-onboarding satisfaction survey POST-ONBOARDING GO LIVE
  10. 10. THIS IS HOW WE WANT TO DO IT SALES ONBOARDING POST-ONBOARDING Sales Customer Success E-commerce Consultant Project Manager + Team Service Consultant (only if customisations) Customer Support Sales
  11. 11. HOW TO GET THERE? ● Customer Success + Projects = 1 department ● Define Customer Journey: Make your colleagues see through the eyes of the customer. ● Change Management: Find your ambassadors in the projects and management teams. ● Simplify Onboarding Process: You don’t need a lot of resources! Start with an Onboarding document. ● Collaborate with tools: Enable collaboration and transparency between the Customer Success and Projects teams with the right tools. ● Read (a lot): This will help you find the arguments to convince.

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