This leads to timely conversations where reps can upsell and/or cross-sell to customers by offering add-ons or upgrades.
11. Continually evaluate customer needs
The purpose of onboarding is to provide customers with everything they gambling data china need to achieve their goals. But depending on the length of your onboarding process, their requirements may change as they begin using your product or service.
It’s important to check if onboarding is still effective and relevant to your goals. We’re sure you don’t want to spend all this time and effort only to have customers leave you because they don’t see the value in your product.
This is where your relationship with the customer becomes very important. If they trust you, they are more likely to be transparent and communicate their needs. This will allow your team to pivot and create a personalized experience based on their feedback.
12. Incorporate product add-ons and account upgrades
Just because a customer has already completed their onboarding process doesn’t mean they can’t go through it again. If they buy something additional from you or sign up for an upgrade, they’ll need to learn how to use your new product.
This is where having multiple onboarding processes and teams becomes valuable. Some reps should be dedicated to onboarding new customers, while others should help existing ones learn how to use add-ons and upgrades.
Remember that repeat customers are more valuable than new ones because they purchase additional products with little to no acquisition cost. These people already trust your brand, so it’s up to your team to keep them happy and engaged.
As we mentioned earlier, businesses are living, breathing, and growing organisms based on their goals, circumstances, and environment. As organizations scale, their short- and long-term needs adapt, leaving your success team to respond to the customer transition. If your onboarding process is rigid and doesn’t leave room for change, it will be difficult to meet all of your consumers’ needs.
Additionally, your onboarding should be accessible and repeatable so that new employees or your customers’ partners can learn how to use your product. Even if this comes at an additional cost, consumers expect your business to make the process of attracting new users easy for them.
Start onboarding your clients
Great customer onboarding is your refuge from churn. Churn can happen, but if you follow onboarding best practices, your company won’t end up in the Museum of Business History, along with all the other organizations that were afraid of change.
