The customer is focusing on customer experience

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What is customer onboarding? Customer onboarding is the process customers undergo post-purchase when acquainting themselves with their new product or service. This process is essential to the customer experience. Of potential customers, % will find a new solution for their pain point if the onboarding process is too complicated, according to UserPilot. This is because, after purchasing a new product, customers can easily get frustrated and, ultimately, give up on learning the ropes. This is what leads customers to churn. Now that you know how important customer onboarding is, use the following checklist to ensure you never miss a step in educating your customer to the best of your ability. New Customer Onboarding Checklist Record the customer’s information. Research the customer and their company. Ask all the right questions. Create a custom checklist for the customer. Offer proactive and reactive support. Check in regularly. A -Step New Customer Onboarding Checklist to Use on Calls . Record the customer's information. You never want to end up in a situation where you realize you forgot to note important customer data. Avoid this by keeping track of the following details about your customers: Name Email Phone number Date of purchase Plan purchased Company or organization   if applicable   . Research the customer and their company.


Before beginning any onboarding, you should have a solid understanding of your client and Phone Number List their business. It is a waste of a customer’s time if you have to ask them basic questions about who they are, where they work, and what their role is. You can learn a lot about your customer's business just by searching online. With this background information, you can gauge their level of expertise with similar software — whether it be basic, intermediate, or advanced. . Ask all the right questions. After research, you’ll likely be left with some unanswered questions. These are the questions you should be asking your customers directly. See examples below. How are your current sales? This will give you a good understanding of where the customer’s company stands financially. What is your average customer churn rate? Has that increased or decreased since last year? The first question will help you realize how much — if at all —in their brand. Based on that response, you can gauge with the second question whether they’ve improved their customer experience or not. Who are your main competitors? This will help you grasp what organizations are in a similar sector and what software those companies are already using. What are the main issues currently affecting your organization? You’ll want to hear straight from the client what are the pressing issues that they’re currently dealing with and how learning this new product can help them start solving those issues.



By when would you like to be sufficiently acquainted with the product? This will help you plan a schedule for your onboarding later on. . Created a custom checklist for the customer. You may have a general template for all your customer onboarding checklists, but each one should be specifically tailored to the customer. Create a custom onboarding timeline based on when your customer would like your product implemented. Having a deadline will help you know how quickly the customer should be learning. Thus, you’ll know if your customer can take their time or if they need to put in some extra effort to get through the process within their preconceived timeframe. . Offer proactive and reactive support. Even when you’re in the stage of onboarding your customer, it’s important to remember that you are still in an employee-to-customer relationship. That means that you should still be displaying your best customer service and support techniques. Don’t just blindly follow your onboarding checklist. Think about the ways in which your customer might need some extra help. Answer all their questions, but also provide proactive support.