Precursive Pillars

CUSTOMER ONBOARDING: PRECURSIVE BEST PRACTICES

WHAT IS CUSTOMER ONBOARDING?

Customer onboarding is arguably the most important stage of the customer lifecycle. It is the process that all new customers go through to get set up and begin using your product. It covers the entire journey: from initial sign-up to product activation and first use. The main goal of customer onboarding is to deliver value to your customer in as little time as possible. We call this time-to-value, and it is an idea you will be hearing a lot in the context of customer onboarding. Take a look at our customer onboarding checklist so you can be sure you’re setting up for customer success.

THE PRECURSIVE CUSTOMER ONBOARDING CHECKLIST

Create a valuable customer journey from the first step to the last.

SEAMLESS TRANSITION

Consistent alignment is needed between all internal teams where the customer is communicated with at each step of the way, to drive more value for them, faster.

REPEATABLE PROCESS

Setting up repeatable processes is a guaranteed way to consistently achieve objectives, decreasing time-to-value and encouraging growth for SaaS business models.

SETUP MILESTONES

The Customer Success and Services team need to set up onboarding milestones together to ensure the customer is achieving their outcomes by using your product.

USE AUTOMATION

Use technology to automate admin tasks that often swallow up the team’s valuable time, and reinvest that time to collaborate with the customer.

WHY IS CUSTOMER ONBOARDING IMPORTANT?

According to our playbook How to Scale in Saas with Customer Onboarding, 59% of businesses believe that onboarding has an impact on customer retention. Sales and pre-sales can set the tone of your likely working relationship but customer onboarding is the first real interaction a person has with your product or service as a customer, so it's the chance to prove that tone's accuracy in delivery.

For many organizations the challenge of onboarding lies in getting the right information from the right people at the right time is tricky and leads to customers becoming stuck in a disparate onboarding process. The solution is to have a repeatable or packaged process to simplify onboarding for companies that want to scale. The identification and resolution of a process bottleneck to accelerate time to value and allow businesses to collaborate with the customer in real-time is vital to the success of the onboarding process. To do this, businesses should utilize automation with a Customer Onboarding solution, to manage key milestones, trigger communication and provide training resources.

"We're able to share the project plan with the client, which allows our clients have more ownership in the project, see it in real-time and where issues might arise making them more responsive in the process. Having Precursive has definitely helped us to scale and has reduced our baseline times by around 50%."

PATRON NOW HAS IMPLEMENTATION DATA IN ONE PLACE AND IS ABLE TO SHARE PROJECT STATUS WITH CLIENTS AT THE CLICK OF A BUTTON WITH PRECURSIVE.

Skye Evans.

Client Project Manager | Patron Technologies

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PRECURSIVE MAKES CUSTOMER ONBOARDING EASY

Precursive is a native Salesforce app that helps businesses onboard customers faster. Execute repeatable playbooks to simplify project management and improve time-to-value, share your progress plans with your customers directly from Precursive and track the performance of all projects and progress across all customers, all in one place. Keep your customers in the know throughout the entire process by sharing your onboarding plan, based on their desired outcomes, creating a seamless and collaborative customer experience.

Precursive allows companies to create a scalable and repeatable process by analyzing what works best. With real-time reporting in Salesforce, keep on top of metrics such as task completion, milestones, baseline variance and risks. It allows the customer to make better informed decisions about current projects with trend analysis and forecast future projects to avoid capacity crunches.

TEMPLATES AND AUTOMATION

Create a repeatable process for customer onboarding mapped to the products you sell.