Every new deal that closes or customer that signs up gives you a chance to test your onboarding experience. Auditing your own experience is a great way to identify areas to improve.
Try this. Ask yourself, when a new deal closes do we:
- Understand and document customers’ goals for signing up
- Lay out a shared onboarding plan to ensure they are successful
- Send a personalized welcome video from their onboarding rep
- Verify that all information required for onboarding is in the CRM
- Get the sales & onboarding reps to meet up and share context
- Assign an onboarding rep immediately
- Share the first thing the customer needs to do
- Set expectations about how long onboarding will take
- Ensure your champion loops in their team members for onboarding
- Automate predictable and repetitive steps in the handoff process
- Notify sales & onboarding team managers of the new customer
How did you do? What other checks would you add?