The document discusses the importance of onboarding in accelerating customer success and outlines a structured approach to achieve rapid results. It emphasizes setting goals, tracking progress, and optimizing the onboarding process to ensure timely account activation and high success rates. Key components highlighted include using success blocs to address various aspects of customer engagement and retention.

1. Onboarding
ACCELERATING THE
CUSTOMER SUCCESS IMPACT
Guy Nirpaz | Co-Founder & CEO | Totango

2. 3
QUESTIONS

3. THE BIG ROI
Impact?

4. THE BIG ROI
Results Fast!

5. Results
CUSTOMER SUCCESS
How to Translate the Concept to Practice?

6. ResultsResultsResultsResults Results
CUSTOMER SUCCESS
How to Translate the Concept to Practice?

7. THE FASTEST WAY TO GET RESULTS
Introducing

8. GOALS ORIENTED
GOAL
Ensure that onboarding is on time
Accounts went live Key Accounts Success Rate Time to Onboard
16 Days
Target < 15 days
85%
Target: 90%
8

9. SuccessBLOC
sModular Unit of Value

13. YOUR ARE ALREADY USING
40+ SuccessBLOCs
Onboarding
Escalation
Business Review
Upsell
Training
Nurture & Grow
Executive Engagement
Adoption
Risk
Churn
Success Plan
Implementation
Feedback
Education
Relationship Building
Reference
Retention/Renewal
VOC
Win Back
Billing
Professional Services
+ more

14. Onboarding
SPEED TO RESULTS
Demonstrate Results

15. HOW DO I RANK?
How Many BLOCs?

16. YOU’RE IN
CONTROL
Solve the problems that matter the most

17. THE FASTEST WAY TO GET RESULTS

18. Onboarding
ACCELERATE
THE IMPACT OF CUSTOMER SUCCESS