Wednesday, April 8, 2015

Guest Post: On-Going On-Boarding is the New Normal in Customer Success

When it comes to customer success, on-boarding new customers is an obvious place to start. After all, the first 90 days of a new account is a critical time to ensure customers get set up properly, learn the product, and start realizing value. There are many ways to do this, and most enterprise software companies have an on-boarding process to help customers get up and running as quickly and efficiently as possible.

Everything is great until eight months later when you find out your customer has hired new people for the team and they need training. In other words, what do we do for on-going on-boarding to help customers continuously be successful?

I am not just talking about support. Support is important and is designed to help customers in a sustainable way. However, in a nimble economy and with employee turnover rates ranging from five and 30 percent per year for most industries, it’s important to think about on-boarding existing customers every eighteen months.

And if most cloud software companies are not profitable and do not achieve break even until years two, three, or four, keeping customers successful into those years, even when the entire team could be new, is critical.

So the question is: How can we deliver on-going on-boarding to customers so they can continue to achieve success, even when teams are being replaced every two years?

One way to do this is through customer training programs.

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