We’ve seen more and more companies set up support as a reactive, first line of defence. Meanwhile, success teams don’t handle cases like that and focus instead on helping the customer achieve their goals by using your product. Is that a smart way to split up your team when it comes to onboarding new customers?
When it comes to customer onboarding, we’ve seen a growing trend of the white glove approach. Dedicated account managers, personalized training, and anything else that you can tailor to that one customer in hopes of convincing them to buy.
On this episode, we’ll look at how successful the white glove approach really is.
Customers love online classes and demos that help get them up-to-speed on a new product. From the team side, it’s often easier to host weekly trainings like this rather than individual ones for everyone.
With today’s episode, we’ll take a look at how effective those classes are and if your team should be offering them.
Up to this point in the series, we’ve talked about how onboarding works when it’s a single person signing up to try your product. If you’re in the B2B business though, it’s often a group of people that need to both try your product and decide if they’re going to buy. How does that shift from a person to a group change your onboarding process?
Remember Clippy – the fun yet kinda irritating assistant from Microsoft? Onboarding tools have come a long way since then. There are all sorts of guided setups, wizards, tours, and more that companies use to make sure new customers are set up for success. But how effective are those guided setup tools?
We touched on a few manual options for contacting customers in the earlier episodes of this series. That made us wonder – if you notice a certain company signs up for your product, does that prompt you to reach out to them?
Most new customer onboarding flows tend to be one size fits all. Everyone who signs up goes through the same steps, receives the same emails, and gets the same advice. But is that the right approach to take?
It’s a new series from your favorite support crew! When a customer signs up for your product, you want to give them the best onboarding experience possible. With this series, we’ll take a look at best practices and ideas for helping every customer learn your product and convert to a paying customer.
For this episode, we’ll take a look at personalized messages to new customers. While this often takes the form of some welcome email, there’s other things you can do too.