Customer Onboarding – Do You Do It?

Linda LaitalaBusiness, Management, Marketing, SalesLeave a Comment

There was a time when bringing on a new customer was a straightforward three-step process:

  1. You received the contract. (Surprise!)
  2. You delivered. (Hopefully on time and to expectation)
  3. You got paid. (Optimistically as promised)

The customer journey left a lot to chance.  Today smart companies are onboarding new customers with deliberation and a process.

Identify customer pains and solutions

The sales process must include determining if the customer is a good fit for you and has need of your services.  Be crystal clear in determining that this relationship is mutually beneficial.

Define goals

What does the customer want to achieve?  What will you do to make their goals achievable?

Agree on deliverables
The terms of the contract should be spelled out before work begins, clearly defined, and based on client goals and what you can realistically deliver.  Never “assume” you are on the same page.

Gather deliverables

Who is the point of contact?  What is the budget?  What is the timeline?  Nail this information down early in the process.

Send a Welcome Packet

Once you have a signed contract, keep up the momentum.  Show the customer how excited your team is to have them on-board.  Provide a timeline for the steps your team will take to provide the agreed-upon services.  This reinforces their decision to use your services.

Schedule a discovery call

This is a formal introduction between the client and the people who will be working with the account.  Here you will:

  1. Confirm the deliverables
  2. Reinforce the value you provide
  3. Establish a timeline for regular communication
  4. Introduce your point person
  5. Outline action items for both parties

After 60 to 90 days

Now the honeymoon is over, and each side is familiar with the other.  You may have delivered the expected results, but you still need to keep your foot on the gas.

  1. Find ways to continue building trust
  2. Notify the client of milestones achieved and tasks completed
  3. Ask for feedback on small issues before they become deal-breaking problems

The onboarding process will help you build trust and establish a foundation that will benefit you and your client in the long run.

The road is easier together,

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