We Have To Fix Onboarding
As Customer Success professionals, we are the ones who are closest to the customer. We know their likes, dislikes, and we help guide them to achieving their goals. We must leverage our positions as customer advocates to create better customer onboarding. I wrote this guide to arm you with the framework to convince your exec leadership to invest in a productized onboarding experience.
Should I try to build it in house?
If you can answer yes to these questions, you could try to build your productized onboarding in house.
- Do I think I can get a team of two engineers, a product manager and a designer dedicated to this effort?
- Can I step away from my Customer Success Role to manage this product?
- Can I build it right the first time?
- Will I have ongoing funding to maintain it?
- Can my company wait a year or more for it to be ready?
If you can’t answer yes to these questions, you may want to skip to the next section to see if Simplemnt might work for you.
How I Got Two Million Dollars to Build Productized Onboarding
In my previous role, my team and I built a productized onboarding experience in-house. We convinced our executive leadership. We got funding. We hired engineers, and I owned building and maintaining the productized onboarding experience.This was a challenging undertaking. We had to get buy-in from stakeholders across the organization. Each step of the way, we had to defend the merits and urgency of the idea. It was not easy.
Here’s the template we used to convince our C-Suite to budget $1M+ to build this experience. You can try to use it to do the same.
- Create your case with metrics that tie onboarding to long-term customer impacts
- Propose your project with a limited scope that is easy to test with an MVP
Connect Onboarding to Long-Term Customer Impacts
At the foundation of your pitch, you need to show how a productized onboarding experience supports your company’s growth goals.
Your pitch must showcase these five key points.
- Show how your current onboarding process is delaying initial time-to-value for your customers
- Show how many churn requests and account downgrades resulted from a poor onboarding experience.
- Highlight how many more customers your team could onboard compared to current state.
- Showcase how much more your current team can do without increasing headcount.
- Show how your current Success toolstack is failing to scale your onboarding process.
A strong combination of all these points will give you the best chance to make a convincing argument.
Next you should propose your project scope.
Propose your project and limit your scope
Limit your scope to the most impactful use case of productized onboarding you can find. Doing this will increase your chances of not having your proposal rejected immediately.
Think about your customer onboarding experience. Make sure to have well thought out answers to these four questions.
- Is it the same for every customer?
- Do you segment customers and provide different segments with a different experience?
- Is there a customer segment that could see value immediately with a productized onboarding experience?
- Is there a certain type of customer you’d like to unlock further value for?
These questions help reduce the scope of your initial productized onboarding experience. They also help you showcase the immediate value of a productized onboarding experience. This makes it easy for your c-suite to understand how this aligns with your organization's goals.
The Simple Way to Achieve Productized Customer Onboarding
When I reflect on my experience building productized onboarding, the phrase “the most fun I never want to have again” comes to mind. That experience was one of the reasons why I started Simplemnt. Simplemnt helps Customer Success teams provide a productized onboarding experience to every customer. Simplemnt is the product I wish I had years ago.
You don’t have to hire engineers. You don’t need to find an extra million - it’s priced so your B2B SaaS Customer Success teams can use it right away.
It’s simple to use and can be set up by a single person. Simplemnt has immediate impacts on your customer onboarding experience. Companies that use Simplemnt have experienced a 50% drop in time-to-value and gains in their NPS.
So how do you want to enable productized onboarding?