CSM Magazine

OCTOBER 25, 2023

In customer service, employees are the face of the company and the effectiveness of the onboarding process cannot be overstated. Proper onboarding can help employees quickly become productive members of the team, feel valued, and improve employee retention rates.

Customer Service 52

Customer Service Workshop Customer Service Representative Document 52

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.

Net Promoter Score 71

Net Promoter Score Metrics Customers Feedback 71

SurveySensum

AUGUST 28, 2023

According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? Probably not!

Demo 52

Demo Effort Score Workshop Feedback 52

CSM Magazine

OCTOBER 5, 2022

Carlton Retland, Principal Solutions Engineer at Applause details how brands can successfully identify and remove barriers for new customers. Poor customer onboarding hurts your bottom line, increasing customer acquisition costs and driving down customer lifetime value. Common friction points for new customers .

Customer Journey 64

Customer Journey Touchpoint Entertainment Hospitality 64

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

Article 75

Article Customers Customer Success Management 75

ClientSuccess

SEPTEMBER 13, 2022

From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. Understanding customer onboarding speed. So, what is customer onboarding speed? Schedule first onboarding/implementation kick-off call.

Metrics 76

Metrics Webinar NPS Customers 76

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 Feedback Customer Journey 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 Feedback Customer Journey Loyalty 52

Gainsight

JUNE 29, 2022

The same is true for your relationship with your customers. Of all of the moments of truth along your customer journey, the onboarding process might be the most impactful on customers’ long-term success. Developing an onboarding playbook will pay dividends far beyond your initial investment.

Social Media 81

Social Media Document Sales Customers 81

ShepHyken

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.

Workshop 130

Workshop Social Media 2022 Article 130

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.

Webinar 76

Webinar Metrics Sales Customers 76

ClientSuccess

SEPTEMBER 21, 2022

In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams. But when it comes to onboarding, how important is speed to success? For this reason – and to deliver the highest level of service possible – many CSMs push for the fastest onboarding possible.

Webinar 76

Webinar Customer Success Customers Sales 76

SAP Customer Experience

NOVEMBER 27, 2022

I’m announcing the last instance of the SAP Emarsys Customer Engagement Onboarding sessions in 2022. Background Context SAP Emarsys is an effective and straight-to-the-point solution that empowers marketers to increase their customer engagement capabilities.

Customer Engagement 61

Customer Engagement Engagement 2022 Presentation 61

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.

Webinar 65

Webinar Metrics Customer Relationship Management Leadership 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.

Webinar 64

Webinar Metrics Customer Relationship Management Leadership 64

CustomerSuccessBox

DECEMBER 13, 2021

Alex Farmer is the VP of Customer Success at Cognite. He’s one of the 2021 Top 25 Customer Success Influencers. He had been recognized as a 2020 Top 100 Customer Success Strategist in a recent survey. Here, he discusses the steps to be followed for effective Customer Onboarding. Onboarding Team. Continuity.

2021 52

2021 Sales Metrics 2020 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. Results: you gain efficiency and you improve the satisfaction of your customers. The trick is to make the customer experience as good as your products and deliver on your promises.

Customer Journey 52

Customer Journey Customers Document Touchpoint 52

Helpware

SEPTEMBER 8, 2022

You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin. Unfortunately, more than 90% of customers think companies they buy from could do a better job at onboarding new customers.

Customers 88

Customers Customer Service 88

CustomerSuccessBox

DECEMBER 13, 2021

Jay Nathan is the Chief Customer Officer at Higher Logic. In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster.

Chief Customer Officer 52

Chief Customer Officer Sales Customers Metrics 52

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Customers 98

Customers Sales B2B Metrics 98

Amity

MAY 6, 2018

Onboarding, a fresh beginning for both the "onboarder" and the "onboardee" It entails new relationships, new opportunities, and the bright aspirations of a young and budding customer that you want to bring to success. Always remember the impact that onboarding has on everyone who is a part of the process.

Customers 96

Customers Roadmap Sales Measurement 96

Braze

MAY 31, 2023

We’re thrilled to announce that Braze has received the NorthFace ScoreBoard (NFSB) Award for outstanding Onboarding Professional Services. We believe this award from customer experience (CX) specialists Customer Relationship Management Institute LLC (CRMI) demonstrates the exceptional quality and…

Customer Relationship Management 52

Customer Relationship Management Customer Service Customer Relationships Customers 52

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 94

Customer Retention Metrics Customer Success Communication 94

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.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

SurveySparrow

FEBRUARY 24, 2020

Whenever a customer suffers after making a purchase, they will immediately regret their decision. At this juncture, you will certainly not expect a mellow reaction from the customer when they feel they have been wronged. There are also other problems that customers face. What is customer onboarding?

Document 91

Document Customers Measurement Feedback 91

SAP Customer Experience

MAY 4, 2023

I’m glad to announce that I’ll be delivering the SAP Emarsys Customer Engagement Onboarding sessions next week, from 9 to 11 of May. Background Context SAP Emarsys is an effective and straight-to-the-point solution that empowers marketers to increase their customer engagement capabilities. Hi SAP Community!

Customer Engagement 60

Customer Engagement Engagement Customers Marketing 60

SAP Customer Experience

FEBRUARY 15, 2022

On behalf of the SAP CX Product Learning CoE team, I am excited to announce the upcoming SAP Emarsys Customer Engagement Onboarding Live sessions. This 3-day series of interactive sessions guides learners through use cases for using SAP Emarsys Customer Engagement for segmentation, personalization and marketing campaign execution.

Customer Engagement 69

Customer Engagement Engagement Customers Interaction 69

Joe Rawlinson

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.

Loyalty 88

Loyalty Loyalty Programs Consulting B2B 88

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

Customers 52

Customers Customer Retention Customer Success Touchpoint 52

CustomerSuccessBox

OCTOBER 2, 2019

No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. More importantly for your business, helping your customers succeed will lead to increased satisfaction—which, in turn, leads to increased engagement, improved retention, and potential brand evangelism.

Customers 88

Customers Presentation Engagement Events 88

SAP Customer Experience

JULY 5, 2023

I’m glad to announce that I’ll be delivering the SAP Emarsys Customer Engagement Onboarding sessions from 18 to 20 of July. Background Context SAP Emarsys is an effective and straight-to-the-point solution that empowers marketers to increase their customer engagement capabilities. Hi SAP Community!

Customer Engagement 57

Customer Engagement Engagement Presentation Customers 57

CustomerSuccessBox

MARCH 11, 2019

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? But there should NOT be only one customer onboarding process.

Metrics 88

Metrics Measurement Customer Success Customers 88

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.

Metrics 89

Metrics Measurement Customer Journey Customer Success 89

NICE inContact

JULY 29, 2021

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. Read more about our customers and their success stories.

Feedback 109

Feedback Customers Management Contact Center 109