If you don't have a customer onboarding plan set up for your business, you're losing customers and burning future revenues. It's as simple as that.
Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers.
Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, higher solution adoption, and increased customer lifetime value.
In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.
Link to the book on Barnes and Noble
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