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Create onboarding playbooks based on segmentation
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).
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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.
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.
Define the milestones and business outcomes for every step of the onboarding journey.
Automating your onboarding process can free up human resources. Automation also helps with scalability.
Continuous customer interactions can help to fine-tune the process and improve your product.
- Before you start automating customer onboarding, define your goals and customer journey. Which processes in the customer journey do you want to automate? Which segments of customers do you want to automate?
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GAINSIGHT
3 Steps to Creating a Renewal Process and Retention in Your Customer Base | Customer Success and Product Experience Software | Gainsight
gainsight.com
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We go over the top challenges in SaaS customer onboarding so that you can increase your SaaS customer retention levels.
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