Customer Onboarding: The Role of Customer Success
The process of customer onboarding is a very demanding task but it is not impossible and if you ever find yourself wondering why the fuss about customer onboarding? Just remember that it is somewhat easier to retain a customer than to acquire a new one.
This is also the same reason I think that people in relationships have no interest in getting off their ships. The mantra is “we die here!” They also get into relationships much quicker than those of us that have been “as single as a pringle”. Even science backs up this fact with the law of motion 🌚. (I’ll let you figure out which).
A customer is said to have successfully been onboarded when the customer’s needs are met and their goals achieved. And who else is best suited to carry out this very important responsibility? Yes, you guessed right.
As a customer success representative, this is where you come in 💪🏾. Your goal is to ensure that the goal of the customer is achieved in an effective and timely manner.
How to ensure a successful onboarding:-
Serve as a tour guide to the customer from the point of inception till they become loyal customers and even after. This goes to say that you keep wooing the customers. Give the customers detailed answers, as well as directions when they make inquiries or lodge a complaint.
Ensure that you have great knowledge and understanding of your product in order to carry out a successful onboarding process. Do not let the customer leave feeling more confused about your brand than when they first came in contact with you.
Develop a system that will help you monitor the success of your onboarding process.
Ensure that customers’ inquiries and complaints are addressed adequately and the customer is satisfied.
Do not “hear” your customers, but rather “listen” to their needs and try to align the product implementation appropriately.
Support customers through emails, phone calls, chats, social media, video calls, etc.
Remember that the customer onboarding process is the “talking stage” and how well it goes sets the pace for future relationships.
Think about it!
Cheers,
Kiki