Customer onboarding is crucial for SaaS companies looking to drive recurring revenue. It allows you to improve users’ time to value, which leads to increased renewals. Now, that sounds great in theory. But how, exactly, can your Customer Success team inspire this loyalty? In other words, what steps should your team take to implement an effective onboarding program that drives customer success?

1. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Building a Customer Onboarding Program:
The Keys to Success
Linda Schwaber-Cohen
Head of Training, Skilljar
@skilljar

2. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Housekeeping!
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#CSwebinar
@GetAmity @Skilljar
Q&A at the end – ask your questions in the question box!
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3. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
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4. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
• Accelerate Product
Onboarding and Adoption
• Drive Customer
Engagement
• Modern Training
Experiences
• Backed by Data

5. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Agenda
• The essential components of every
customer onboarding program
• Tips and tricks for improving the
onboarding experience for customers
• How to lay the groundwork for customer
success throughout the onboarding
process

6. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Why is onboarding important?
64%+ of respondents said that learners use the
product more post-training for all modalities of
training. – 2017 TSIA State of Education Services

7. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Why is onboarding important?
The product subscription renewal
average for a trained customer is
92%, while for an untrained
customer it is 80%.
2016 TSIA State of Education
Services
92% 80%

8. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Why is onboarding important?

9. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
The Keys to Onboarding

10. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
The 3 Ps
People Process Product

11. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Poll 1:
Where does your onboarding program currently stand?
• We have a set program in place
• We have a program, but we want to update it
• We’re just starting to build out our program
• Onboarding is a program?

12. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
People: Nail the Handoff
• Keep it simple
• Explain who customers will be
interacting with & what their
roles are
• Provide information in multiple
formats, multiple times

13. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
• Train your team:
• Reference docs/SOPs
• Templates
• Talking points
• Retain customer information
People: Nail the Handoff

14. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Process: What Is Most Effective?
Map the journey and surface
it to the customer
Kickoff Call Basic Training I Basic Training II Advanced Training
Implementation
Check Point

15. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Activity Description Who Date Scheduled/Completed
Kickoff Call
(30 minutes)
In this call, you’ll officially meet your
Customer Success Manager and get the
information you need to start
benefitting from [the product].
CSM, all users
Basic Training - Part I
Online and On Demand, in our
Training Center
(~2 hours)
You’ll get the log in information for this
on-demand training in your Kickoff call.
Here you’ll learn the basics of using
[the product]. You’ll want to complete
the training before your Live Training.
all users – on demand
Basic Training – Part II
Live, with your CSM via Screenshare
(1.5 hours)
Once you’ve completed the on-demand
training, you’re ready to jump into use-
case specific training. We’ll build on
what you learned in Part I and go
through your individual workflows.
CSM, all users
Implementation Check Point
(30 minutes)
Now that you’re up and running, we
want to take some time to make sure
you’re getting what you want out of
[Product] and fill in any gaps. We’ll
schedule additional training sessions if
they are needed.
CSM, Champion
Advanced Training
Online and On Demand, in our
Training Center
(2 hours)
After your implementation check point,
you can continue on to Advanced
Training. Your CSM will provide you
with log in information.
CSM, Onboarding
Specialist, Super users

16. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Process: What Is Most Effective?
• Get a commitment
• Understand stakeholders on the
customer side & make sure you have
their information

17. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Process: What Is Most Effective?
Devise a check-in process
to course correct when
needed

18. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Process: What Is Most Effective?
Identify what activities customers
should be doing at the start of their
journey & send them reminders
through:
• Drip campaigns
• SFDC workflows
• In-app messaging

19. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Poll 2:
What kind of training do you currently offer?
• Live training – in person
• Live training – screen share
• On-demand training
• Webinars
• None

20. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Product: What Users Need to Know
Provide multiple ways for
customers to learn & decide
what will work for what
purposes
• CSMs
• On-demand training
• FAQs

21. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Product: What Users Need to Know
• Learn from the handoff
• Tailor your onboarding process
& training to the use case when
possible

22. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Additional Tips
Make an effort to understand how
training impacts behavior
• Incorporate “sticky” activities into a
customer health score
• Evaluate how training drives these
behaviors

23. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Additional Tips
Train your teams well
• Onboarding starts at the end of the
sales process
• Make sure your CS team knows the
steps to success

24. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Additional Tips
Be prescriptive
• Customers are open to your advice
in this phase
• Tell them how to be successful with
their investment

25. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Key Takeaways
• Nail the handoff
• Set expectations & get buy-in
• Provide multiple ways to learn
• Leverage data to evaluate impact

26. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Q&A

27. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
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