In this edition of our Ask a CSM series, we're chatting with Cherise Thielen, Customer Success Manager at PayScale.
*This post was originally published on the Amity blog. View the original post here.
Let’s say your sales team closes a huge deal. Then one year later, that client decides not to renew. What went wrong?
If you’re not sure, it may be time to reexamine your onboarding process. Customer success teams in businesses with recurring revenue spend a significant portion of their time strategizing ways to get a leg up on churn using reactive approaches, without taking the proper steps to build success from day one. When implemented correctly, onboarding sets your customers up for success and can help your organization increase product adoption, decrease time to value and improve retention.
We're excited to introduce our new blog series, Training Tips! We asked Training, Marketing, and Customer Success Managers what some of their best practices are to get the most out of a customer training program. This week's question is "What's the one tool you can't live without?" Stay tuned for new Q&As each month!
In this edition of our Ask a CSM series, we're chatting with James Kaiser, Customer Success Manager at Moz.
Onboarding content is often an afterthought. Customer Success Managers or Onboarding Specialists will walk customers through a product in a live training, and the information is quickly forgotten, or the customer leaves feeling like they were just completely overloaded. It’s clear that heightened awareness around onboarding as a critical component of the customer lifecycle is changing this, and customers are demanding that companies make them successful. That starts with providing the right information and resources during onboarding. If you’re building out your onboarding program, here are a few things you may want to think about as you plan and create your content.
The onboarding process is a truly unique stage in the customer journey with your product and your company. During this phase, customers are eager to get started with your product or service, and the customer service they receive sets the tone for all future interactions that they'll have with you. Onboarding is a time when your customer support is key and can make or break a user’s opinion of your company. If you are on the fence about whether or not a customer onboarding program is worth the time, effort, and financial investment, this post is here to tell you why it is essential to your company’s success.