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 have to leverage our positions as customer advocates to create better customer onboarding. I wrote this as a guide to help arm you with the framework you’ll need to successfully pitch your leadership team oto invest in productizing your 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 manager and I built a productized onboarding experience internally. We convinced the C-suite, we got funding, we hired engineers, and I owned building and maintaining the productized onboarding experience.
This was an extremely challenging undertaking. We had to get buy in from stakeholders from every part of the organization and the merits and urgency of the idea were questioned every step of the way. It’s not easy.
Here’s the exact two step template for our winning pitch that convinced the C-Suite to allocate 7 figures to build productized onboarding in house. 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 and validate with an MVP
Connect Onboarding to Long-Term Customer Impacts
At the foundation of your pitch, you need to showcase how closely a productized onboarding experience benefits and impacts your company’s growth goals.
Your pitch must showcase these four key points.
- Show how your current onboarding process is delaying initial time-to-value for your customers
- Show that many churn requests and account downgrades started from a poor onboarding experience.
- Explain how productized onboarding would help your team to onboard more customers and create greater customer satisfaction - without additional headcount.
- Explain how your team has maxed out your current toolstack in optimizing your onboarding process and can no longer continue to deliver scalable results
A strong combination of all these points will give you the best chance to make a convincing argument.
Next you should propose your project.
Propose your project and limit your scope
Limit your scope to the most important and impactful application of productized onboarding you can find. Doing this will increase your chances of not having your proposal rejected immediately.
Make sure to have well thought out answers to these four questions.
Think about your customer onboarding experience.
- Is it the same for every customer?
- Do you segment customers and provide different segments with a different experience?
- Is there a specific segment of customers that would be impacted immediately by 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. Instead of spending years of development trying to provide the perfect experience for everyone and every edge case, you can quickly show leadership the value of a productized onboarding experience and save your product team a lot of heavy lifting.
The Simple Way to Achieve Productized Customer Onboarding
When I reflect on my in-house productized onboarding experience, 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 is an onboarding platform that gives Customer Success teams an easier, faster, and simpler way to enable productized onboarding. 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 acquire it right away.
It’s simple to use. You only need one person to set it up and it has immediate impacts on your customer onboarding experience. The companies who are using Simplemnt have shared that their customers time to value has been halved and that their NPS scores are higher.
Simplemnt is the easy, affordable, and effective way to finally create a productized customer onboarding experience that scales and grows with you.
So how do you want to enable productized onboarding?
Next week on the blog
I’m sharing the story of our customer, Roadster. They decided to simplify their customer onboarding process by using Simplemnt and I’m excited to share their story and results with you.
Here’s a quote from their VP of Customer Success Kevin Lorell, “In April, we turned on roughly four times as many dealers as we ever have in about one-third the time it would have taken us without Simplemnt.”
I’ll see you next time.