Once you’ve walked the customer through how to use the product, tailoring this onboarding process to their individual needs, they will be in a stronger position to use your product later down the line.
A successfully onboarded customer will be more likely to engage with the product, which should heighten customer lifetime value (CLV). The process of onboarding is a fantastic way to listen to the customer, figure out what is and isn’t working for them, and collate product and service feedback to further reduce levels of churn.
The solution for your business is to synchronize your departments for harmonic customer success and product experience.
To draw upon the tried and tested words of Shari Srebnick, Client Success Manager at Searchmetrics:
“The most important thing is that onboarding doesn’t just become a boring instruction manual. You’re sending the customer on a journey, granting them valuable knowledge about your product. You want them to really understand the value that they're driving for their organization with your product.
“In order to get to that point, you need to have proper goal setting and you need to be able to drive clients towards behaviors that help with adoption and ensure you're hitting milestones along the way. These are the kind of conversations you need to be having to lead into the onboarding.”