Improve Your Onboarding Practices for Customer Success

Posted by Peter Armaly on 1/7/16 6:30 AM

In a previous life as the leader of a Customer Success organization, when speaking with the team I referred to the customer onboarding process as “our one perfect moment.” The logic was that it’s the single period of time when the customer is completely dependent upon the vendor before they’re able to take the next step forward. After all, during the sales process, they still have a choice whether to walk away or continue down the path to signing a deal. During the onboarding period, they are highly motivated to get started and are awaiting clear instructions from you, the vendor, as to what to do next. How you handle this transition will have a great impact on their decision to continue with your solution.

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Topics: customer success, onboarding

Customer Onboarding: What's Next?

Posted by Judith Platz on 7/14/15 6:30 AM

Customer onboarding is more than simply getting a customer up and running with your solution. It’s about making sure you’re prepared to answer your customer’s next question, “What’s next?” Here’s a look at how you can improve your customer onboarding process to not only get them set up, but started down the right path to successfully adopting and achieving their desired outcomes with your products and services.

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Topics: customer success, onboarding, optimization


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