A 5-Stage Customer Onboarding Process
Customer onboarding is the process of welcoming and familiarizing a new customer with your product.
Customer onboarding is the process of welcoming and familiarizing a new customer with your product.
A well-designed customer onboarding process (onboarding program) is critical to building a solid relationship with a new client.
- This typically involves:
- Step-by-step tutorials
- Product tour videos and walkthroughs
- Helpful guidance and support for each member of the customer’s team
- Celebrations when customers hit their milestones
Ultimately, a great customer onboarding process aims to create a comfortable, seamless, and positive experience that encourages customers to continue using your product or service.
Introduction
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IntroductionYour customer onboarding process sets the tone for new customer relationships and influences whether they stay long-term or churn.
But the process can be drawn-out and complex, so how do you simplify it?
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What is a customer onboarding process?
Customer onboarding is the process of welcoming and familiarizing a new customer with your product.
5-Stage Customer Onboarding
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Stage 1: Scoping and kickoff
After sending your first onboarding email (initial welcome email), your team will need to begin the scoping stage of the onboarding process.
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Stage 2: Solutioning and planning
It’s now time to focus on how you plan to solve the customer’s problems with your service.
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Stage 3: Implementation
During this stage, you’ll implement the solutions and plans approved in the previous stage.
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Stage 4: Training and go-live
The training and go-live are critical milestones in your new customer onboarding process.
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Stage 5: Hypercare and value realization
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