Help Scout

AUGUST 22, 2023

Customer success managers are already busy. Save time (and improve your customers' experience!) with these onboarding email templates. Read the full article

Customer Experience 75

Customer Experience 75

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Start-ups Government Sales 113

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Artificial Intelligence 106

Artificial Intelligence Social Media Sales Customer Service Sales 106

ClientSuccess

MARCH 1, 2022

Traditionally, the customer handoff process from sales to customer service for onboarding can be chaotic and more than a little confusing. Your team wants onboarding to go as smoothly as possible, no matter the customer in question. Gather your playbooks and processes for the onboarding kick-off.

Start-ups 76

Start-ups Sales Customer Relationship Customer Service 76

Totango

AUGUST 18, 2021

Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users. What Is a Freemium Onboarding Email Sequence? Welcome Email. Quickstart Tutorial.

Start-ups 117

Start-ups Technology Technology 117

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. The Three Stages of Onboarding . Typically, onboarding breaks down into 3 common stages: 1.

VOC 72

VOC Net Promoter Score Start-ups NPS 72

Totango

JUNE 30, 2021

Knowing how to boost product adoption after onboarding is critical for customer retention. Onboarding is a crucial time to provide the training and resources that customers need to make the most out of your product. These customers run a higher risk of becoming disengaged and churning. What Is Product Adoption?

Customer Retention 98

Customer Retention 98

SixteenVentures

APRIL 6, 2021

The phase of the customer lifecycle that gets the most attention is Customer Onboarding, yet ironically (or tragically), most people fail to understand what onboarding really is, and few do it well. Here we go… Designing an Effective Customer Onboarding Process. Far and fast.

Start-ups 71

Start-ups Sales 71

Zonka Feedback

MAY 19, 2023

Creating a positive and seamless Customer Onboarding Experience is crucial for making a lasting first impression, promoting customer loyalty, and establishing a strong brand presence. Congratulations on acquiring a new customer in today's competitive market! Fuel Business Growth with Customer Feedback ?

Touchpoint 52

Touchpoint Education Business Growth Customer Loyalty 52

Zonka Feedback

MAY 19, 2023

Creating a positive and seamless Customer Onboarding Experience is crucial for making a lasting first impression, promoting customer loyalty, and establishing a strong brand presence. Congratulations on acquiring a new customer in today's competitive market! Fuel Business Growth with Customer Feedback ?

Touchpoint 52

Touchpoint Education Business Growth Customer Loyalty 52

Totango

JANUARY 7, 2020

Onboarding is an opportunity to set your customer up for success. Your customer onboarding workflow should guide you through the process of helping your customer integrate the product into their daily business activities so they can start achieving their goals. Keep an Eye on Onboarding Progress.

Start-ups 72

Start-ups Sales Customer Relationship Customer Experience 72

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Customer Relationship Management 65

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 65

ClientSuccess

JANUARY 10, 2020

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. For CSMs and training managers, onboarding can often be chaotic, messy, and even frustrating.

Customer Relationship Management 64

Customer Relationship Management Customer Relationship Customer Retention Customer Loyalty 64

Shep Hyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. We’ve entered a new era of service where businesses that are serious about scaling and retaining their customers — especially small businesses using continuity models (e.g., 10x Treatment for New Clients. Conclusion.

Gaming 119

Gaming Social Media Customer Experience Customer Loyalty 119

Customer Think

FEBRUARY 3, 2023

One of the most critical points in a successful customer relationship is the handoff and onboarding process between sales and customer success (CS). Many organizations don’t think enough about this transition, and as a result, the customer begins the relationship with a poor first impression.

Sales 62

Sales Customer Relationship Customer Loyalty Technology 62

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. Define your goals and KPIs.

Customer Retention 71

Customer Retention Innovation Start-ups Sales 71

Totango

MARCH 12, 2019

When a customer buys your product or subscribes to your service, you need to impress them—fast. Customers form opinions based on their first experiences with a product, so if they get a bad first impression, it can be difficult to change their minds. It’s a critical time that can either cement loyalty or lead to customer churn.

Social Media 80

Social Media Education Customer Loyalty Innovation 80

Totango

APRIL 26, 2019

Onboarding isn’t just about introductions; it’s about acceleration. Customers expect to see value from your product as soon as possible, so customer success teams should focus on accelerating the customer journey in order to deliver returns on the investment. Creating and Tracking Customer Onboarding Metrics.

Start-ups 91

Start-ups Touchpoint Education Customer Loyalty 91

Totango

NOVEMBER 14, 2019

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible.

Education 64

Education Actionable Insights Start-ups Customer Relationship 64

Customer Think

JULY 8, 2021

When it comes to customer onboarding, the common practice is to measure customer satisfaction at the end. The […].

Customer Satisfaction 70

Customer Satisfaction Customer Loyalty 70

Totango

JUNE 18, 2019

Imagine you’re a customer who’s just subscribed to a service or purchased a new product. There would be a dedicated customer success team that would help you learn to use all the features. In this customer-centered economy, customers are in control. How to Onboard New Clients.

Education 65

Education Customer Relationship Start-ups Sales 65

ClientSuccess

JULY 13, 2020

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. And in the world of customer success, vendor recommendations are paramount. Here are some key features to look for in onboarding software reviews: 1.

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Totango

FEBRUARY 26, 2019

You’ve won a great new customer and it seems like it’s time to celebrate. Some companies don’t realize that to develop long-term relationships with customers, there’s an important retention step that comes after the transaction: customer onboarding. 6 Customer Onboarding Strategies to Retain Customers.

Social Media 78

Social Media Start-ups Customer Relationship Customer Retention 78

Return Customer

MAY 16, 2018

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty. Onboarding Tools. Signing up a new customer is not the end of a sales journey.

B2B 71

B2B Manufacturing Customer Acquisition Customer Loyalty 71

Doing CX Right

JANUARY 4, 2021

The post Onboarding Customer & Employees The Right Way appeared first on Doing CX Right.

CX 52

CX 52

SugarCRM

DECEMBER 18, 2020

Onboarding is the process of welcoming new customers, making sure their questions or issues are addressed, and offering new products and services as the needs become apparent. From welcome calls to user groups to training sessions, onboarding can take many forms, depending on the business. Integration and Automation.

CRM 49

CRM Invoicing Touchpoint Finance 49

Customer Think

JULY 29, 2023

In last week’s post, I wrote about the importance of employee onboarding. No surprise that it’s critically important to success that employees are properly integrated into the organization from the outset. It should be no surprise, then, that it’s equa.

Customer Loyalty 52

Customer Loyalty 52

Futurelab

MAY 17, 2024

I was supposed to talk about CX topics in general, and Voice of the Customer specifically. Onboard them gently. Here you go: a “Death by PowerPoint” presentation to international management of a global payment organization. 20 years later I still cringe from this memory. Break the story of CX down into manageable pieces.

VOC 157

VOC Voice of the Customer CX 157

Zonka Feedback

DECEMBER 7, 2023

Acquiring a new customer in today's competitive market is a triumph, but ensuring they believe choosing your brand was their best decision is the real victory. In SaaS or product-led growth businesses, customers often explore your product independently, leaving minimal interaction.

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52

Intercom, Inc.

JANUARY 25, 2023

Every SaaS business faces the same challenge: how to get new customers to realize the value their product can deliver, as quickly as possible. With that in mind, simple, effective onboarding is a must-have within any product, and a crucial element of customer adoption and retention. Why Checklists? We knew we could do better.

Engineering 129

Engineering Start-ups Customer Loyalty 129

ClientSuccess

APRIL 25, 2018

This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. 3 Essential Pre-onboarding Principles. On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah.

Sales 42

Sales Start-ups Customer Experience 42

Intercom, Inc.

SEPTEMBER 22, 2022

A few years ago, we published The Onboarding Starter Kit , which helped thousands of businesses successfully onboard their customers. Today, we’re launching a completely refreshed guide to help you activate, engage, and retain more customers in the modern age. Build long-lasting relationships with customers from day one.

Start-ups 118

Start-ups 118

Customer Think

JANUARY 8, 2022

A common belief among tech firms is that customers will understand and appreciate their “better mousetrap” almost entirely on their own. They believe that the features and benefits of their products are self-evident and compelling enough for customers to buy and […].

B2B 70

B2B Customer Loyalty 70