Onboarding is perhaps the most critical phase in the customer journey – if nothing else, it sets the tone for the relationship – and is too important to just slap together and hope it works.
Please ensure you’re giving the Onboarding process – and your new customers with whom you currently have a very fragile relationship – the attention they deserve.
So let’s start here.
If you can’t answer these questions with confidence, that’s a problem:
- What does “onboarded” mean in the context of your customers?
- Is it the same for each customer segment?
- At what point is your customer onboard?
Let me help you answer those questions…