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Time to Onboard Customer ??

Hi All,

After Customer purchases your service,

  • How long does it take to have first engagement with Customer?
  • How long does it take to on-board the Customer?

I would appreciate any inputs, comments or questions. Thank you, - raj -

Best Answer

Answers

  • GavinO'Leary
    GavinO'Leary VP Strategic Growth and Transformation Founding Member | Scholar ✭✭

    Hi team,


    Apologies for the delay in getting back to you. On the question around onboarding, the way we approach it is in coordination to our customer segmentation. That is to say high touch for enterprise, medium touch for Mid-market and digital (low/no touch) for SMB/commercial. There are always exceptions but this is the overall guiding principles. The process is fully documented to know what happens when from Day 0 through Day 60 when we expect the onboarding process to be complete.

    Our first engagement is connected to the sales cycle. As soon as a deal is closed/won we add the customer & product to the onboarding process. On Day 0 the customer gets a welcome email from our Chief Customer Officer. Day 1, 3, 5, 7 we support the initial onboarding with focused material based on the product and outcome the customer is driving. Like to think of this as delivering on the promise that the sales team has made with the customer and why they made the purchase.

    From day 7 we spread out a little to invite the customers to webinars, community and invite them to participate with our proactive support interactions. Lessons learned from the support team.

    All this works towards a 60 day expectation that onboarding is complete and we can jointly focus on Adoption. This is heavily supported by the LAER model.

  • Very organized response! I did not state it but I was very interested in the activities on Day 0 (before contract is booked but is imminent), Day 1 (when contract is booked in our systems), and Day 2 - Day 5, when Customer has Paid for the Service. Thank you.

  • Hi Edly, It would be great to have a Report on all the Activities, Milestones and Deliverables, that a CS organization provides, from Day minus 60 to Day plus 60, by End-customer industry and vendor industry! Regards, - raj -

  • EdlyVillanueva
    EdlyVillanueva Principal Member Success Manager Moderator | mod

    Hello @StephenFulkerson @DarleneKelly @MarcTroyan tagging you for your Raj's request above. Do you have a report and/or industry insights on Activities, Milestones and Deliverables that a CS organization provides form minus 69 to day plus 60? Thank you, Edly

  • StephenFulkerson
    StephenFulkerson Senior Director of Research Customer Success Member

    Unfortunately, the research study we just did in the fall of 2020 and that you have provided does not go into that level of detail. It is really hard to answer that question because it varies from industry to industry, complexity makes a big difference, (High, Moderate, and Low Complexity) and the segmentation and engagement strategy all play key roles into answering this question. Not to mention, the Customer Journey Map and the onboarding strategy outlined for this plays a key role. We're happy to discuss further in an inquiry if you would like to set that up?