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Getting Onboarding Right: Putting in Place the Foundation for Customer Success

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Customer Success Summit Breakout Session
Presented by: Emilia D'Anzica, VP Customer Engagement, WalkMe

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Getting Onboarding Right: Putting in Place the Foundation for Customer Success

  1. 1. Getting Onboarding Right: Putting in Place the Foundation for Customer Success
  2. 2. About Me • VP, Customer Engagement, WalkMe. • Customer Hero 2015. Thank you Totango! • Current Trans-Global Executive MBA Candidate • Addicted to customer experience, your stories & travel. • Let’s Connect on Twitter! @emiliadanzica
  3. 3. Agenda • Customer Success Foundations • Onboarding Stories: • WalkMe • Royal Canin • Citrix • Key Takeaways • Questions
  4. 4. It’s the most important 1st step of the customer partnership Why Is Onboarding the Foundation of Customer Success? New Opportunities OR The beginning of the end
  5. 5. First 90 Days: Solutions Implemented @ WalkMe Onboarding is Not Easy
  6. 6. Listen First, Pilot After
  7. 7. Build Credibility
  8. 8. Tools to Scale – Real-Time Help
  9. 9. Tools to Scale – Customizable Templates, Automation
  10. 10. Tools to Scale – Simplicity
  11. 11. Tools to Scale – Automated Surveys
  12. 12. • It’s okay to hold customers accountable to their commitments • Customers want to share their onboarding experiences with you • Honesty when things go wrong buys you another chance Surprising Results
  13. 13. What I Would Have Done Differently
  14. 14. Amazing Onboarding Happy Customers! =
  15. 15. • Customer Success - #1 Value • Veterinary Partners • In-person training – expensive, not scalable Royal Canin Canada is a leader in Health Nutrition for cats and dogs. Based in Guelph, Ontario. Case Study: Royal Canin Onboarding Success = Company Success
  16. 16. Results • Goal: Partner Auto-Enablement • Increase Employee Productivity • Real-time in-Portal Assistance • Shorter User training by 51%!
  17. 17. • Tracked & Identified top four actions for increasingusers correlated to onboarding& conversion • Guide them through with real-time self-service guidance • Make the task list simple • Add progress bar – think ‘Gamifying user experience’ The Citrix Enterprise Mobility Solutions division is a global leader in software solutions that power business mobility. Case Study: How Citrix used an automated guidance system to Make Onboarding Easy
  18. 18. • A 100% increase in Conversion Rates • Increased customer feature usage by 40% vs. control group • Great onboarding = more stickiness, less likelihood to churn Results
  19. 19. • If I could do it again: Onboard 5 customers in the current, painful way first • Use Tools: Simplify Onboarding,Self-Service • Pilot: 2-3 new processes, fail fast, move on • Credibility: build it first, show results, then announce • Customer Feedback: Gather Constantly & Use it to Make your onboardingbetter • Over communicate: Get your entire organization behind you! Take-Aways/Lessons Learned
  20. 20. Q&A

Customer Success Summit Breakout Session Presented by: Emilia D'Anzica, VP Customer Engagement, WalkMe

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