The purpose of this event is to onboard a new customer and ensure they are set-up for success!
Customer onboarding is often neglected as its seen as the easy part… you’ve done the hard work of selling a solution and now you can just hand them the keys to the Ferrari and watch them go, right? Unfortunately it’s not so simple, customer’s have varying needs and expectations so you need to hold their hand as they get up to speed, and make sure they are set up for success. In the world of remote work, this can be especially tough with distributed teams and varying cultures, but for these reasons its more important than ever to anticipate your customers’ journeys and show them you care.
Where should you start?
A first step to ensuring smooth onboarding of a the customer is continue the conversation from the sales team - this is likely not the first time the customer will be speaking to someone from your organization, they have given precious input to the sales team and it is crucial to make sure you have continuity and consistency from their initial conversations. Make sure they haven’t been over-promised anything by sales, and that their expectations are reasonable. If they also happened to tell sales their goals, that is also key information you want to extract early on, to show them that you are listening and have a well-oiled machine.
Isn’t this just a demo call?
Demo’s don’t stick without proper facilitation, most likely you are selling some sort of tool, whether it’s a product or service, and the key to customer success is that the user be skilled at using the tool. Demo’s are certainly part of the process, but training schedules, culture fit and user behavior habit forming are crucial to developing a happy customer. Your customer will likely need several sessions with the solution before they are comfortable with it, and if you don’t facilitate those, they may just lose interest all together.
Why does it matter?
Like it or not, customer success is higher-touch than anyone wants it to be, and without continued customer success your organization will likely die. Did you know that most revenue across industries and business models comes from repeat customers? One-off contracts and flashy gimmicks can’t carry any company forever, you will gradually develop a reputation based on how you treat your customers. This reputation becomes your main asset or liability over time, helping you secure more business or be disqualified from it, almost automatically. Think of customer success as a flywheel you must build momentum with, and onboarding as one of the biggest pushes for it to spin.
This opening scene allows for more professional introductions in a meeting, by putting the host on the main stage with a large video feed and then showing the other guests one by one, as if they are talking turns coming onto the spotlight via a pop-up video bubble. This framework clarifies everyones roles and removes any awkwardness from first meetings, so you can give a great first impression.
This scene helps you set the frame for your meeting - outlining the Agenda, and Participation Tips helps you maintain the best meeting practices possible. By showing an organized onboarding process, customer success professionals can help customers feel reassured they are in good hands and about to have a smooth onboarding process.
This scene let's everyone get to know eachother with the comfort of structured discussion, using a roundtable framework - meeting attendees take turns speaking in equal amounts of time to speak about themselves with a cirular count-down timer (or speak to what ever topic is custom written at the top of the scene), while the rest of the group is free to react in real time with emoji's that are non-intrusive. At the end of the roundtable, the amout of time taken and reactions recieved by each member are summarized for all attendees to see.
This scene helps keep continuity in the conversation with your customer, make sure you understand their needs and identify blind spots early on in the customer journey, to ensure customer success. The moderators video feed is on the top, and they guide the group through an exercise. The host company's current understanding of the customer goals is pre-written on the left, which is usually information obtained during the sales process. Then the audience is asked to discuss those points and validate the statements - any additions, changes or new goals can be submitted live by anyone into the collaborative card list block on the right. These new items are saved offline to help document key customer input for the host company to ensure a successful customer journey.
This scene sets aside dedicated time to show your companie's product or service, by sharing screen and walking through your own content.
This scene gets specific, with key dates and milestones for your customer and CX team to commit to, while everyone's video feeds are listed down below and a raise hand block helps clear up any questions. This helps everyone understand the timelines they are working to manage expectations.
This scene is a powerful group thought exercise, that ensures they are all on the same page for what the customer is expecting to achieve with the host company. The moderator's video feed is along the top where they can guide the audience through the process, along with instructions in the FAQ block on the top right for everyone to read seperately if needed. The group then begins to anonimously enter on the left post-it notes what they can achieve together in this engagement short, medium and even long-term. Once all ideas are submitted, the whole group votes on ideas they like by clicking the heart button on each note, and ideas that have a majority count of likes become codified into the right card list. The moderator then manually enters the agreed upon definitions of success into the card list on the right, where they are documented for offline review and follow-up.
This scene helps you extract the key tasks to work on next, based on the previous discussions in the meeting. The moderator's video feed appears on the left as they facilitate a group collaboration on this critical piece, where attendees can input ideas into the card list block on the right side, assign them to attendees and change their ordering. This simple but powerful text-editor drives action and accountability by documenting the discussion for offline review and follow-up.