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Speed Up, Optimize, and Scale Your Onboarding
Speed Up, Optimize, and Scale Your OnboardingEvent Description.
Onboarding sets the tone for the entire relationship and can lead to huge expansion opportunities...OR churn. No pressure ;)
It needs to be as fast as possible, optimized, and scalable—a TALL order!
To help get you there, we're bringing together Sydney Strader, the VP of Customer Success @ Catalyst, Jackie Smith Norton, the Director of Customer Onboarding @ Spekit, Paul Holder, the Co-Founder and CEO @ OnRamp, and Beth Greenberg, Sr. Manager, Customer Success @ Pendo.
Discussion topics
How to speed up onboarding without sacrificing quality.
How to deliver white-glove onboarding at scale.
How to build a repeatable onboarding engine that drives value.
Key Takeaways
A successful onboarding needs to have a defined start and an end. Take a best guess at what that first point of value means to your customer if you’re unsure - something that you know is attainable and can be that first “building block” of the customers feeling like you can deliver to build that trust.
Speed vs. quality - “things in motion stay in motion”. Speed matters. Longer onboardings result in a higher likelihood of losing momentum. What do we need to coach our customers to be successful for launch? Keep the momentum.
Validate and document the business reason why a customer purchased and provide visibility into the tactical steps needed.