Download as PDF, PPTX
More Related Content
![Building a MVP [Webinar Edition]](https://cdn.slidesharecdn.com/ss_thumbnails/howtobuildmvpwebinar-140130112222-phpapp02-thumbnail.jpg?width=640&height=640&fit=bounds)
Similar to Successful Customer Onboarding
Successful Customer Onboarding
- 1. SUCCESSFUL CUSTOMER ONBOARDING GEORGIA TSIAMANTA CUSTOMERSUPPORT AND SUCCESS CONSULTANT
- 2. USER ONBOARDING ISTHE PROCESS OF INCREASING THE LIKELIHOOD THAT NEW USERS BECOME SUCCESSFUL WHEN ADOPTING YOUR PRODUCT. Samuel Hulick of UserOnboard.com THE DEFINITION
- 3. THE CHALLENGE CUSTOMER ONBOARDINGIS: ▸ Providing a helping hand to your brand new customers ▸ Demonstrating the value of your product ▸ Understanding and adapting to your customer’s needs
- 4.
- 5. CREATE A DETAILED CUSTOMERJOURNEY BEST PRACTICES FOR ONBOARDING
- 6. CREATE A DETAILEDCUSTOMER JOURNEY FIND THE TOOLS ▸ Document everything e.g. in Dapulse, Pipedrive, Hubspot ▸ Use triggers, e.g. via Zapier, Workato ▸ Ask your devs to send data via the APIs ▸ Keep your team in track
- 7. CREATE A DETAILEDCUSTOMER JOURNEY WELCOME THE MANAGER SCHEDULE A TRAINING FOR THE MANAGER DEFINE THE IMPLEMENTATION DETAILS IMPLEMENT THE PRODUCT SCHEDULE A TRAINING FOR THE EMPLOYEES FOLLOW UP WITH TRAINING MATERIAL DOCUMENT THE MILESTONES
- 8. CREATE A DETAILEDCUSTOMER JOURNEY DOCUMENT EACH STEP SCHEDULE A TRAINING FOR THE EMPLOYEES ASK FOR THEIR EMAILS SEND THEM YOUR CALENDLY TO PICK A DATE SEND THEM A CALENDAR INVITE FOLLOW UP WITH TRAINING MATERIAL INFORM HOW TO LOG IN INFORM HOW TO REPRODUCE THE TRAINING SEND THEM HOMEWORK
- 9. CREATE A DETAILEDCUSTOMER JOURNEY WELCOME THE MANAGER SCHEDULE A TRAINING FOR THE MANAGER DEFINE THE IMPLEMENTATION DETAILS IMPLEMENT THE PRODUCT SCHEDULE A TRAINING FOR THE EMPLOYEES FOLLOW UP WITH TRAINING MATERIAL AND NOW WHAT
- 10. BUILD YOUR ONBOARDING TOOLKIT BESTPRACTICES FOR ONBOARDING
- 11. BUILD YOUR ONBOARDINGTOOLKIT WHERE TO PROVIDE THE INFORMATION ▸ Kickstart guide ▸ Media center ▸ Knowledge base ▸ Contact options for this stage
- 12. BUILD YOUR ONBOARDINGTOOLKIT THE KICKSTART GUIDE
- 13. BUILD YOUR ONBOARDINGTOOLKIT YOUR MEDIA CENTRE
- 14. BUILD YOUR ONBOARDINGTOOLKIT YOUR KNOWLEDGE BASE
- 15. BUILD YOUR ONBOARDINGTOOLKIT THE CONTACT OPTIONS
- 16. BUILD YOUR ONBOARDINGTOOLKIT HOW TO PROVIDE THE INFORMATION ▸ Lifecycle emails ▸ Walk-thoughs, e.g. WalkMe, APPCUES ▸ Engagement pop-ups e.g. Intercom ▸ Webinars
- 17. BUILD YOUR ONBOARDINGTOOLKIT LIFECYCLE EMAILS ▸ When ▸ How often ▸ How many ▸ Why
- 18. BUILD YOUR ONBOARDINGTOOLKIT THE WALKTHROUGH
- 19. BUILD YOUR ONBOARDINGTOOLKIT THE INTERCOM POP-UP
- 20. BUILD YOUR ONBOARDINGTOOLKIT THE WEBINARS
- 21. FOLLOW THE PROGRESS BEST PRACTICESFOR ONBOARDING
- 22. FOLLOW THE PROGRESS ASSIGNA CUSTOMER SUCCESS MANAGER ▸ Create a single point of contact ▸ Schedule 1-to-1 training ▸ Build a lifelong relationship ▸ Monitor the customer’s progress
- 23. FOLLOW THE PROGRESS MONITORTHE CUSTOMER’S PROGRESS ▸ Implement tools to track the progress, e.g. Mixpanel, Intercom, Totango ▸ Send trigger-based emails, e.g. with Customer.io ▸ Improve user onboarding with A/B testing tools ▸ Send them a survey, with e.g. Typeform
- 24. SET A CLEAR EXITINGPOINT BEST PRACTICES FOR ONBOARDING
- 25. SET A CLEAREXITING POINT FIND AN EXIT PLAN ▸ Let your customers know all the onboarding steps from day one ▸ Set a clear completion goal ▸ Be strict on the schedule ▸ Focus on the delays and try to improve these points ▸ Change the point of contact
- 26. SET METRICS BEST PRACTICESFOR ONBOARDING
- 27. FOLLOW THE PROGRESS SETMETRICS ▸ Track the number of days a new user gets to the WOW moment ▸ Track the number of days a new user needs to complete onboarding ▸ Cohort engagement ▸ Track the average lifecycle of your users ▸ Set targets for the onboarding team ▸ Collect feedback from the users
- 28.