After Customer purchases your service,
I would appreciate any inputs, comments or questions. Thank you, - raj -
Thank you for reaching out to the TSIA Exchange with your questions on onboarding. At TSIA we believe "Customer onboarding is the first step in a customer journey with your company’s technology or service. During this critical phase, organizations want to begin to explain in deeper detail how the product or service works, validate success plans, and set customer expectations to ensure value realization. If well organized and executed, onboarding can be the beginning of a long and rewarding relationship."
@Gavin O'Leary @DevinCarrier @SorenMarklund @KelseyHunsinger please share your insights onboarding your customers: How long does it take to have first engagement with Customer? and How long does it take to on-board the Customer?
Raj, in the interim I recommend reading/listenting to these TSIA research resources which will provide you industry insights on best practices on onboarding:
Onboarding for Impact: An Executive Guide to Customer Success - https://www.tsia.com/webinars/onboarding-for-impact-an-executive-guide-to-customer-success This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results, including use of technology and critical metrics to measure.
Best Practices for Customer Success Onboarding - https://www.tsia.com/webinars/best-practices-for-customer-success-onboarding Webinar Join this 45-minute webinar to hear about the results from the TSIA 2020 Best Practices in Customer Success Onboarding survey.
Best Practices in Customer Onboarding - https://www.tsia.com/resources/best-practices-in-customer-onboarding Research report This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results, including use of technology and critical metrics to measure.
Best regards, Edly
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 -
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
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?