![]() How does your customer want services to be delivered? Consider the level of one-on-one support they need.How tech-savvy is your customer segment? If they are tech-savvy, your focus needs to be on motivation and developing a sense of urgency, but in the case of non-technical customers, it could mean bringing in PS and charging the customer for their time.How complex is the setup? Assess if you need implementation (working with tech and getting things ready for product usage) or onboarding (working with people) or both.Here are a few questions that can help you identify the right customer journey for different customer segments. The best time to start segmenting: When you observe that your internal team is more organized, with an organic sense of specialization within the team, or when you start realizing that customers have different goals and behaviors – whichever happens first. If your customer base is too small to segment, ask them these questions, and then observe, analyze, and validate the answers for the future. ![]() ![]() These questions can help design the customer journey, and the ‘success’ events your onboarding and adoption journey should have. Can/should you charge for the human effort? Think about your personpower availability, or if you’d need to bring in additional resources (like Professional Services) for it.Do you need digital or human delivery? Assess if your product is complex enough to need human involvement.Understand the limitations that economic and resource constraints pose. What is their level of comfort with using technology?.Look beyond what the customer means to your business (the size/revenues of the company) to think about the customer, and their goals and behavior. Keys to onboarding and adoptionīefore you dive into onboarding customers, here are some basics you need to cover first. And this makes the transition that happens during Sales to CS handoff extremely critical. Anything that happens in the journey before onboarding can impact your customer’s expectations and, therefore, you. Remember that a customer’s journey, as they perceive it, begins much before the sale – sometimes even 12 months before it. Zoom out to look at the buyer-to-customer journey Here are our key takeaways from the session. Implementing effective onboarding and adoption journeys.Keys to onboarding and adoption journeys.The need to look at the customer’s journey from buyer to customer.Since 2015, they have helped hundreds of companies improve their customer experience, and thousands of CS professionals build their careers. They offer customized CSM and Leadership Training, Customer Success Program Assessments, Interim Leadership Services, and Consulting Services. Jan Young, a Gain Grow Retain board member, Top 50 CS Influencer, and Top 50 Women Leaders in CS, works as a Senior Consultant with The Success League, a Customer Success consulting firm that works with executives to build and develop top-performing CS teams. ![]() In this Deep Dives session, Jan Young, Senior Consultant with The Success League, joined Srikrishnan Ganesan of Rocketlane to discuss how you can use your customer onboarding and adoption journey to minimize uncertainty and maximize the odds of reaching your customer success goals. A well-built customer journey spurs user adoption by helping customers accelerate their time to value and avoiding situations where they feel stranded.
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