How to deliver a scalable enterprise onboarding experience to your smb customers
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The document discusses the challenges small customers face with CRM onboarding, noting that 47% of implementations fail and emphasizing the need for enterprise-quality onboarding for small businesses. It outlines key principles such as transitions, expectations, and ownership, along with systematic approaches to ensure successful integration and data adoption. The content also highlights the importance of measuring adoption and aligning long-term success with account management efforts.
How to deliver a scalable enterprise onboarding experience to your smb customers
- 1. PRODUCED BY Full Service Onboarding for your Small Customers
- 2. PRODUCED BY About Me • VP Customer Success • Joined in February 2016 • CS from the ground up • Nimblefish, RR Donnelley, Symphony Commerce • 2 years since 1st paying customer • Based here in SF • 120 Employees • Launched in Feb 2015
- 3. PRODUCED BYPRODUCED BY • “Why did we buy this?” • “Where do we start?” • “What do I do with all this data?!” • “I need my team to adopt it” • “Can you train my team?” Sound familiar? 47% of CRM implementations Fail! They need help!
- 4. PRODUCED BYPRODUCED BY Can you provide an enterprise quality onboarding for the Smallest Customers? • 5-20 Employees • $3000 ACV • Monthly contracts / No commitments
- 5. PRODUCED BY Everyday Starts Green
- 6. PRODUCED BY 3 Principles 1: TRANSITIONS 2: EXPECTATIONS 3: OWNERSHIP Slide borrowed from Guy Nirpaz. Thanks Guy! PROMISED LAND
- 7. PRODUCED BY Transitions ● Run with it ● establish confidence ● keep the momentum ● don’t drop the ball
- 8. PRODUCED BY Ownership For better or worse, CS owns their success ● establish ● communicate ● maintain momentum
- 9. PRODUCED BY Pipeline Health Dashboard gives us a snapshot into progression and avoid Failure to Launch
- 10. PRODUCED BY Be Prescriptive Meeting 1 Customer Effort Meeting 2 Training ✅ Discovery ✅ WorkFlow DataMap ✅ Config ✅ Review ✅ Integrations ✅ Advanced Team ✅ Individual ✅ Field Set-up ✅ Import Teams ✅ Pipelines Have a plan and stick to it. Optimize the standard to segment and desired outcome = Success Criteria
- 11. PRODUCED BY Automation is Sales Onboarding PM Transition Form Creates OPP Welcome Email to Customer ● Invite to Webinars ● Calendly for Setting the first Call
- 12. PRODUCED BY Let data determine progress
- 13. PRODUCED BY Measure Adoption at 60 days AFTER onboarding ● Variable Comp based on Adoption Days 60-90 ● Align with long term Success ● Supports goal of Account Manager
- 14. PRODUCED BYPRODUCED BY Take-away/Lessons Learned • Practice with manual process, but automate quickly afterwards • Emphasize Goals on future adoption • Limit Sales hand-off to predetermined Value Prop Fields with optional text to constrain the success criteria variance • Communicate importance of responsiveness
- 16. PRODUCED BY Q&A