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5 Steps to Successful Customer Onboarding

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In this SlideShare, we'll explore the 5 Ms of great customer onboarding. Thinking through these 5 core components will help you create an onboarding program that drives measurable results.

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5 Steps to Successful Customer Onboarding

  1. 1. 5 Steps to Successful Customer Onboarding A Skilljar Slideshare Originally presented at Learning Solutions 2018
  2. 2. Mission: Customer Training Made Simple Awareness Educate prospective customers about your industry and products Adoption Drive user and partner effectiveness through training and certification Efficiency Increase internal productivity and reduce operating costs Growth Build long-term revenue by creating lifetime customers and partners
  3. 3. 5 Steps ● Decide on your onboarding MODEL ● Identify onboarding MILESTONES ● Use the right MODALITIES ● MARKET your training ● Consider your METRICS
  4. 4. Why Is Onboarding Important? (source: Preact)
  5. 5. Customers Have Choices
  6. 6. “Your customers expect you to make them wildly successful.” Customer Success: How Innovative Companies are Reducing Churn and Growing Recurring Revenue, by Nick Mehta, Dan Steinman, and Lincoln Murphy
  7. 7. Step 1 Define your Onboarding Model What is your customers’ path to success? 7
  8. 8. 8Image source: Amity
  9. 9. 9Image source: Amity
  10. 10. 10Image source: Amity
  11. 11. Step 2 Identify Onboarding Milestones What is your customers’ path to success? 11
  12. 12. Goal: Get Customers to Value 12 Identify Key milestones in the customer onboarding journey
  13. 13. Goal: Get Customers to Value 13 Handoff Sales team passes an account and all notes over to our customer success team Kickoff All stakeholders meet to plan implementation Soft Launch Training gets released to a test group Launch General release
  14. 14. Goal: Get Customers to Value 14 Discovery With relevant stakeholders: What are successful customers doing?
  15. 15. What About Content? - 3 Rules 1. Build content that teaches to your milestones. 2. Frame it that way for the customer. 3. If it’s not directly related to getting a customer to initial value, it’s not in your MVP (minimum viable product).
  16. 16. Content Planning Map Source: Skilljar resources
  17. 17. Step 3 Pick Your Learning Modalities Optimize the student experience 17
  18. 18. • High touch • Structured • Costly • Limited access Classroom Training 18
  19. 19. • High touch • Personalized • Costly • Hard to scale 1:1 V-ILT 19
  20. 20. • Cuts down on expenses • Accessible • Limitations around interactivity & timing 1:Many V-ILT 20
  21. 21. • Inexpensive • Reactive • No interactivity • Hard to curate Help Documentation 21
  22. 22. 80% of extended enterprise training is still done in person (source: Brandon Hall) Customers are asking for more digital learning content (source: TSIA) On-Demand Learning Content 22
  23. 23. Holistic Training Ecosystem Tying it all Together
  24. 24. Step 4 Market Your Onboarding Program Drive students to your onboarding program 25
  25. 25. Should we charge for training? 26 Reasons to Offer Free Training Few public resources Faster time to value Reduced support tickets
  26. 26. Should we charge for training? 27 Reasons to Offer Paid Training Advanced offerings High-touch training Certifications Content updates
  27. 27. Do you have? • Access to marketing ops? • Integrations with marketing systems? • A marketing strategy? Marketing Resources
  28. 28. Salesforce Integration • Increased student urgency • Trigger Marketo drip campaigns
  29. 29. Step 5 Consider Your Metrics How can you demonstrate the value of training? 31
  30. 30. How to Demonstrate ROI 32 Customer renewalsProduct adoption Reduced costsCustomer satisfaction
  31. 31. Develop SMART Goals 33 ● Specific ● Measurable ● Achievable ● Relevant ● Time-bound
  32. 32. Establish Baseline Metrics 34 ● Product adoption ● Customer churn & renewals ● Registrations & completions
  33. 33. Key Takeaways Step 1: Define your MODEL Step 2: Identify MILESTONES Step 3: Use the right MODALITIES Step 4: MARKET your training Step 5: Consider your METRICS
  34. 34. Thank you! marketing@skilljar.com

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