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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
The Playbook
A playbook is a series of time-bound activities. It is a detailed checklist or blueprint of steps prescribed by the Head of Customer Success (CS) which should be followed during the customer journey.
Also, it contains the best practises that you must follow while dealing with your customers to improve their overall experience with the product.
An onboarding playbook is, similarly, the detailed sketch of the onboarding process and the time required to complete the same.
With playbooks, you will get a real-time view of which customers are in which step of onboarding.
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Setting Up A Playbook
While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps.
Once the steps are clearly defined, they can be categorised into either of the following elements. The onboarding playbook, typically, consists of:
- T...
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Identifying The Process
When you design the onboarding playbook, you need to identify if the process is:-
- Low-touch Onboarding- It is mostly self-served.
- Medium-touch Onboarding- It needs the involvement of CSMs/Implementation Managers.
- High-touch Onboarding- It relies heavily on the invol...
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A Perfect Customer Onboarding
Some professionals argue that the onboarding process is not easy. Basically, it is easy. However, the process of perfect onboarding, where the customers are happy, is tough!
When you make the onboarding experience smooth for the customer, they are most likely to continue with your brand fo...
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Setting Up A Playbook
While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps.
Once the steps are clearly defined, they can be categorised into either of the following elements. The onboarding playbook, typically, consists of:
- T...
Onboarding
An onboarding process helps customers understand how to get the most out of your service or product, which will increase its value and longevity. Consumers can get frustrated when a new product doesn't meet their needs. Effective onboarding helps to prevent that frustration.
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