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How to create a successful onboarding process
Why onboarding is crucial for customer retention
How to measure the success of onboarding
When you onboard new customers, you introduce them to how your business works. The right customer onboarding is vital to long-term satisfaction. The goal is to eliminate any friction between the initial customer contact point and post-purchase.
Automating customer onboarding:
Automating your onboarding process can free up human resources. Automation also helps with scalability.
Automating client onboarding solves the following challenges:
Define the milestones and business outcomes for every step of the onboarding journey.
Set rules in your onboarding tool for the next set of actions.
Segment your customers based on common traits and define every segment's ideal customer onboarding journey.
Create a playbook and automate the process. A playbook is a detailed checklist of steps that should be followed in the customer journey. It consists of tasks and timelines for the customer and the Customer Success Manager (CSM).
As a CSM, you'll handle multiple accounts. You'll need to get notifications for important steps achieved so that you don't have to look manually into each account.
However, automation should never compromise the customer experience. For example, if your product usage drops drastically or you have inactive customers, you should get an alert for human intervention.
Continuous customer interactions can help to fine-tune the process and improve your product.
Automating onboarding can provide the necessary resources at the right points of a customer journey. This can save time and costs while responding to customers when they reach out for help.
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