Customer onboarding ensures that your new customers are getting the value they were promised by paying for your product or service. In the long-term this can have beneficial impacts on your business such as reducing churn, especially for more complex products, increase in upsells, and a higher customer lifetime value (CLTV).
The most important thing to remember is that onboarding isn’t defined by a timeframe. Just because a customer has been paying for 30+ days, doesn’t mean they are getting all they can out of your product or are even happy with the service.
You can measure value by when a customer is on the road to their desired outcome. When the product is more complex, value can be defined by when the customer sees the real value potential in their relationship with the company.
It’s important to understand how a typical customer acquisition journey, their background, their level of understanding, and their expectations for the product or service by the time they reach your team. Using this information you can chart a customer onboarding journey that will help them realize the value of your product or service in the fastest amount of time.
Now it’s time to map out what expectations you have for a customer at each stage of the journey and what your team will do at each step to help customers reach those milestones.
Frequent communication is essential to getting your customers up and running. Think of follow-up triggers and timelines so that you regularly check-in on new customers and provide aid when and where it’s needed.
Pipefy’s Customer Onboarding Template is made-up of 7 phases: Backlog, Welcome, Implementation, Follow-up, Closure, Done, and Archived.
All new customers arrive in the Backlog phase of the pipe in the form of a card. Here is where you can assign a customer success manager, confirm if the sales contract is valid, and request a briefing on the new customer from the sales team.
Once this information is completed, the card is moved into the Welcome phase where the new customer will be sent an email prompting them to schedule an onboarding meeting with their customer success manager. This phase is a great example of where automation can be used to streamline tasks and save time.
- What solution the client was using before hiring your solution?
- What the customer hopes to achieve with the use of our solution?
- How can you help the client to achieve what he expects?
Now it’s time to check-in on your customers. In the Follow-up phase, set reminders for regular check-ins with your customer after implementation.
The final phase is the Closure phase, where the customer success manager monitors and continues to follow-up with the client until the expected stabilization and milestones are reached.
Pipefy is easily customizable, and templates are a great way to get started on modeling your perfect process.
Start using this template now
Prevent churn with an improved customer onboarding process.
Tips and tricks for improving Customer Onboarding
Know when a customer is on track by establishing clear expectations for usage with milestones.
Customize the experience
By personalizing the onboarding experience, you are helping create a strong relationship with your new customer.
Onboard the team
Provide an onboarding for the team that will principally use your product so that they all succeed.
Measure and collect data
Make your onboarding better and more effective by measuring milestone success rates, satisfaction, and churn rates down the line.
By communicating often with new customers, you gain feedback, better troubleshoot any problems, and develop stronger relationships.
Engage more overtime
Even after the user has found value, continue to provide value with new or advanced features and educational content.
Pipefy is a powerfully customizable process management software that allows users to build and manage processes without IT skills or code. Create a customized customer onboarding process that reflects yours and your customer’s needs. Not only that, but with Pipefy you can connect all customer success processes end-to-end.
- Centralize and better manage incoming customer requests
- Send emails and email templates directly from the platform
- Easily keep track of churn, customer engagement, and team performance
- Establish SLAs so that follow-ups are done on time
- Automate repetitive tasks and workflow
- Transition smoothly between workflows and connect related processes
Manage customer success processes end-to-end
Connect and streamline customer success processes on our highly-customizable, no-code platform.