Onboard New Customers for Loyalty, Engagement, and Expansion

Course details

Developing a successful customer onboarding process is essential to maximizing business value. It ensures you focus on building loyalty, engagement, and expansion from the very first moment your customer decides to buy from you. In this course, learn key onboarding strategies from sales expert Robbie Kellman Baxter. Find out how to design a customer onboarding structure targeted at a specific customer segment. Learn the basics of applying key metrics to measure onboarding effectiveness, investing in customer success, and collaborating with other teams in sales, product, and account management. Along the way, Robbie shows you how to troubleshoot a handful of common onboarding challenges, such as managing reluctant users, navigating "oversales," prioritizing the customer experience, and more.

Concepts

0. Introduction

01 - Leveraging customer onboarding as your competitive advantage

1. The Customer Onboarding Process - An Overview

02 - Why customer onboarding matters
03 - Defining the customer onboarding experience
04 - Applying your customer onboarding metrics

2. Customer Onboarding - Steps to Make It Successful

05 - Handoff - How to receive newly acquired customers
06 - Kickoff - Establishing your relationship with a new customer
07 - Adoption - Guiding your customers through implementation
08 - How to assess your customer relationship

3. Customer Onboarding - Working with Other Teams

09 - Working with the customer success team during onboarding
10 - Working with the sales and account management teams
11 - Working with the product team during onboarding

4. Troubleshooting Common Onboarding Challenges

12 - Managing reluctant users during customer onboarding
13 - Navigating when the product was oversold to your customer
14 - Prioritizing when customer onboarding is overwhelming
15 - Measuring the ROI of your customer onboarding costs

Conclusion

16 - Continuing to refine your customer onboarding processes