Building a Customer Onboarding Program: The Keys to Success
Download as PPTX, PDF4 likes761 views
The document outlines the key components of building a successful customer onboarding program, emphasizing the importance of product adoption and customer engagement. It highlights the roles of people, processes, and products in onboarding, along with effective training methods and strategies for achieving customer success. Key takeaways include the importance of setting expectations, providing various learning options, and leveraging data to assess the impact of training.
![Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity
Activity Description Who Date Scheduled/Completed
Kickoff Call
(30 minutes)
In this call, you’ll officially meet your
Customer Success Manager and get the
information you need to start
benefitting from [the product].
CSM, all users
Basic Training - Part I
Online and On Demand, in our
Training Center
(~2 hours)
You’ll get the log in information for this
on-demand training in your Kickoff call.
Here you’ll learn the basics of using
[the product]. You’ll want to complete
the training before your Live Training.
all users – on demand
Basic Training – Part II
Live, with your CSM via Screenshare
(1.5 hours)
Once you’ve completed the on-demand
training, you’re ready to jump into use-
case specific training. We’ll build on
what you learned in Part I and go
through your individual workflows.
CSM, all users
Implementation Check Point
(30 minutes)
Now that you’re up and running, we
want to take some time to make sure
you’re getting what you want out of
[Product] and fill in any gaps. We’ll
schedule additional training sessions if
they are needed.
CSM, Champion
Advanced Training
Online and On Demand, in our
Training Center
(2 hours)
After your implementation check point,
you can continue on to Advanced
Training. Your CSM will provide you
with log in information.
CSM, Onboarding
Specialist, Super users](https://image.slidesharecdn.com/buildingacustomeronboardingprogram-thekeystosuccessfinal-slideshare-170503202413/85/Building-a-Customer-Onboarding-Program-The-Keys-to-Success-15-320.jpg)
Building a Customer Onboarding Program: The Keys to Success
- 1. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Building a Customer Onboarding Program: The Keys to Success Linda Schwaber-Cohen Head of Training, Skilljar @skilljar
- 2. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Housekeeping! Get your tweet on and join the conversation! #CSwebinar @GetAmity @Skilljar Q&A at the end – ask your questions in the question box! We will send the slides to everyone soon
- 3. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity getamity.com/demo Request a demo with Amity
- 4. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity • Accelerate Product Onboarding and Adoption • Drive Customer Engagement • Modern Training Experiences • Backed by Data
- 5. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Agenda • The essential components of every customer onboarding program • Tips and tricks for improving the onboarding experience for customers • How to lay the groundwork for customer success throughout the onboarding process
- 6. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Why is onboarding important? 64%+ of respondents said that learners use the product more post-training for all modalities of training. – 2017 TSIA State of Education Services
- 7. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Why is onboarding important? The product subscription renewal average for a trained customer is 92%, while for an untrained customer it is 80%. 2016 TSIA State of Education Services 92% 80%
- 8. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Why is onboarding important?
- 9. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity The Keys to Onboarding
- 10. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity The 3 Ps People Process Product
- 11. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Poll 1: Where does your onboarding program currently stand? • We have a set program in place • We have a program, but we want to update it • We’re just starting to build out our program • Onboarding is a program?
- 12. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity People: Nail the Handoff • Keep it simple • Explain who customers will be interacting with & what their roles are • Provide information in multiple formats, multiple times
- 13. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity • Train your team: • Reference docs/SOPs • Templates • Talking points • Retain customer information People: Nail the Handoff
- 14. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Process: What Is Most Effective? Map the journey and surface it to the customer Kickoff Call Basic Training I Basic Training II Advanced Training Implementation Check Point
- 15. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Activity Description Who Date Scheduled/Completed Kickoff Call (30 minutes) In this call, you’ll officially meet your Customer Success Manager and get the information you need to start benefitting from [the product]. CSM, all users Basic Training - Part I Online and On Demand, in our Training Center (~2 hours) You’ll get the log in information for this on-demand training in your Kickoff call. Here you’ll learn the basics of using [the product]. You’ll want to complete the training before your Live Training. all users – on demand Basic Training – Part II Live, with your CSM via Screenshare (1.5 hours) Once you’ve completed the on-demand training, you’re ready to jump into use- case specific training. We’ll build on what you learned in Part I and go through your individual workflows. CSM, all users Implementation Check Point (30 minutes) Now that you’re up and running, we want to take some time to make sure you’re getting what you want out of [Product] and fill in any gaps. We’ll schedule additional training sessions if they are needed. CSM, Champion Advanced Training Online and On Demand, in our Training Center (2 hours) After your implementation check point, you can continue on to Advanced Training. Your CSM will provide you with log in information. CSM, Onboarding Specialist, Super users
- 16. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Process: What Is Most Effective? • Get a commitment • Understand stakeholders on the customer side & make sure you have their information
- 17. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Process: What Is Most Effective? Devise a check-in process to course correct when needed
- 18. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Process: What Is Most Effective? Identify what activities customers should be doing at the start of their journey & send them reminders through: • Drip campaigns • SFDC workflows • In-app messaging
- 19. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Poll 2: What kind of training do you currently offer? • Live training – in person • Live training – screen share • On-demand training • Webinars • None
- 20. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Product: What Users Need to Know Provide multiple ways for customers to learn & decide what will work for what purposes • CSMs • On-demand training • FAQs
- 21. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Product: What Users Need to Know • Learn from the handoff • Tailor your onboarding process & training to the use case when possible
- 22. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Additional Tips Make an effort to understand how training impacts behavior • Incorporate “sticky” activities into a customer health score • Evaluate how training drives these behaviors
- 23. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Additional Tips Train your teams well • Onboarding starts at the end of the sales process • Make sure your CS team knows the steps to success
- 24. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Additional Tips Be prescriptive • Customers are open to your advice in this phase • Tell them how to be successful with their investment
- 25. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Key Takeaways • Nail the handoff • Set expectations & get buy-in • Provide multiple ways to learn • Leverage data to evaluate impact
- 26. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Q&A
- 27. Building a Customer Onboarding Program: The Keys to Success #CSwebinar @Skilljar @GetAmity Thank you for being here!
Editor's Notes
- #7: This is a pretty large majority, but even
- #8: This is a pretty large majority, but even
- #9: Order vs chaos – success can happen by accident, but it’s risky – and we’re all here to put a plan in place to create order and predictability in our company’s relationship with customers
- #14: Who does what and when?