Sales

Customer and employee onboarding: discover what it is, why it’s important to do it and 6 tips to implement in your company

meaning-onboarding

In order to be able to expand the customer base satisfied with your solutions and loyal to your brand, it is essential to dedicate efforts to the onboarding stage.

But what is onboarding anyway? How to make your customer embark on your company and make the most of everything you can offer them?

Want to learn more about customer onboarding secrets? So read on and find the answers to questions like these:

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  • What is customer onboarding?
  • What is the main purpose of customer onboarding?
  • What are the advantages of effective customer onboarding?
  • 6 tips for onboarding clients
  • What is employee onboarding?
  • How to onboarding employees?

What is customer onboarding?

Onboarding is the post-sales stage in which the customer starts to have the first interactions with the product or service he has just purchased.

In this moment of initial use of the acquired solution, the customer is still getting to know how his product works in practice.

It is up to the company, then, to help the customer to use the solution in the best way and to see the value and benefits presented consistently and as quickly as possible.

See more about the post-sales phase of the commercial process:

What is the main purpose of customer onboarding?

The main objective of the customer onboarding step is to ensure that they have a positive experience when using the newly purchased product or service.

In onboarding, the intent is to remove any barriers that might prevent the customer from making good use of the solution in the early stages, allowing them to extract the full benefits of it and achieve success.

What are the advantages of effective customer onboarding?

Helping the customer to perceive value in the acquired solution and guiding him to make good use of the product or service he has purchased from your company can bring a series of advantages. The main ones are:

  • Increased customer satisfaction and retention;
  • Decrease in churn rate ;
  • Reduction in the cost of acquiring new customers;
  • Increased average ticket;
  • Improved identification of strengths and weaknesses of your product or service;
  • Increased frequency of use of your solution.

6 tips for onboarding clients

To be successful in the customer onboarding step, you need to implement some fundamental best practices.

1 – Know your customers and their expectations for your solution

It is extremely important that you know your customers in depth and are clear about the results they hope to achieve with your product or service.

Therefore, throughout the entire sales process, it is essential that these expectations needs and challenges that the customer present during conversations are registered in the CRM system.

In addition, of course, to a first alignment interaction after signing the contract, resuming these points and adding others that may exist.

2 – Learn from successful customers

Observing how other customers have been successful in using their solutions and trying to adapt a standard to be used in onboarding for new customers is very important, especially if there are versions according to each ICP.

Even knowing onboarding success stories can further help the new customer to fully utilize your solution.

3 – Customize the onboarding

During the onboarding stage, it is essential that you customize the strategies, considering the specifics of each customer.

Of course, this doesn’t have to be done from scratch every time. There may be predetermined scripts that are easier to adapt according to the profile of the new account and its challenges.

And also the way new customers are distributed among the team can be designed to make it easier to customize interactions (with deeper knowledge by company size, acquired solution, market segment, among others).

4 – Set small milestones and monitor the initial customer experience

Milestones are small customer achievements in using your product or service. Monitor these milestones to ensure the customer is on track to succeed.

And what can be considered a milestone? It will depend a lot on your solution, which is why an onboarding plan that considers all features and different levels of use is so important.

5 – Define the most appropriate service model and monitor complaints

It is important to define the most appropriate way to provide customer service during onboarding. Channels can be online or offline. There is also the possibility of creating educational content for customers to resolve their doubts in forums or help centers.

Remember to monitor complaints to prevent them from recurring and also to generate insights into other areas such as product development.

6 – Create a team dedicated to onboarding

Assemble a team that is focused on ensuring a positive initial experience for customers.

They will pass on all the information your customers need and “teach them” how to get the best out of the tools your company offers them.

Want to see a practical example of this? Then follow this Aged or webinar, specially created to help your customers start to master the CRM platform:

What is employee onboarding?

In addition to customer onboarding, there is also employee onboarding. Basically, the objective is to facilitate the integration of new employees into the company’s culture and work routine and reduce ramp up time – that period necessary for the employee to actually start generating value.

Through effective onboarding of employees, it is possible to reduce turnover, increase talent retention and avoid a drop in team productivity.

How to onboarding employees?

Employee onboarding starts as soon as the employee joins the company’s staff and should be extended until that new employee is well adapted and comfortable in their position.

Here are some tips that will help you do this type of onboarding in your company:

  • Clarify all employee functions right at the recruitment and selection stage;
  • Take the employee on a tour of the company to understand the layout of the sectors;
  • Provide all the tools necessary for the performance of your function;
  • Offer training to new employees;
  • Create manuals and a knowledge base for employees to refer to in case of doubt.

So, were you able to understand what onboarding is and why this step is so important?

Dedicate yourself to the onboarding of customers and employees in your company and get better results.