Question their purchase decision

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Be readily available to the customer. When a customer makes a purchase, we'd like to think they're happy about that decision. To capitalize on this excitement and keep the momentum going post-sale, you must connect with the customer within the first hours. Otherwise, that motivation can dwindle, and other projects and priorities may come across your customers' desks. In the worst case, that customer may experience buyer's remorse and . After all, the top three most important reasons for customers to churn are lack of engagement, poor onboarding, and wrong product fit. .

Create value quickly. When we discuss onboarding in the freemium world, we often Phone Number List talk about the "Aha moment" and getting your users there as quickly as possible. This shouldn't be any different with higher-touch onboarding. It might not be possible to arrive at the whole "Aha moment" when working with more complicated tools or enterprise software. Still, when your customer signs up, you want to look for opportunities to show "micro-value" as quickly as possible.




Pro Tip: More often than not, customer success teams spend their first onboarding sessions simply welcoming the customer, discussing goals, and scheduling the following steps and calls — without getting something tangible done. Those topics are important, but even if you can complete something as simple as turning on one tool or ticking off one basic task, the feeling of making progress can put the customer at ease. . Create content for the onboarding process.
A scalable way to set expectations about what your onboarding and customer success services look like is to create web pages, downloads, and tools that explain it. Companies invest a lot of time and money into content to market their products, and this should be no