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ABOUT THE 2021 REPORT
FOREWORD
WHO'S IN THE 2021 REPORT?
Foreword
CUSTOMER ONBOARDING
Customer Onboarding
CUSTOMER ONBOARDING MATURITY MODEL

Precursive's on-going annual research program reveals that there is a maturity gap between companies of all sizes including those across Enterprise, SMB and Hyper-Growth. Using data from the survey over multiple years alongside industry best practices, Precursive helps companies to benchmark any organization to see where it sits against others. Based on the survey results we have created best practices, separated into 4 categories where specific people, process and technology innovations exist.

CUSTOMER ONBOARDING FOR ENTERPRISE
You are never too big to improve your process

More than half of all enterprise companies surveyed want to improve their onboarding process, with every company believing that in doing so would result in the biggest impact on the performance of Customer Onboarding. Enterprise companies are wary of what customer success means to their partner ecosystems and as the volumes and diversity of Customer Onboarding projects increases, companies are looking for ways to use technology to enable a human touch at a greater scale.

MATURITY
SCORE
1
5
5

100% of Enterprise organizations have a Customer Success Department

74% have a dedicated Customer Onboarding team

82% of Enterprise organisations rate their onboarding approach as a key driver of value

Maturiy Score

KATIE

GOUYETTE.

HEAD OF GLOBAL CUSTOMER ONBOARDING

GOCARDLESS

We have some great success stories with customers who have increased their usage of GoCardless once they have been onboarded because they are so happy with the product and the way it fits the business.”

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PEOPLE
People of Customer Onboarding
WHO TOOK PART

Over the last two years there has been a demonstrable rise in seniority in the Customer Success department. In 2020, near 50% of respondents sat at the VP or CXO levels compared to 34% in 2019 and 18% in 2018.

 

As customers consistently demand outcomes and value, Customer Success is rising in importance, with a corresponding seat at the table.

SAM

SMITH.

SENIOR CUSTOMER SUCCESS SPECIALIST LINODE