How You Can Gauge Whether Your Customer Onboarding Is Working Correctly
Once you have signed a new customer, you might think you are done with your final sale and you don’t need to consider how your onboarding strategy worked. However, this is far from the case, and it can end up hurting your business by not taking a look at how your customers responded to the onboarding process. You can do this by using some customer success metrics and having them in place so you can determine any changes that need to be made.
Here is how you can decide whether or not you need to change your customer onboarding or if it is working.
Consider retention rate
One of the easiest ways you can determine whether or not you have successfully onboarded a client is seeing whether they choose to stay with your company and for how long. If you have clients leaving at a rapid pace, then that is a sure indication that you need to rethink some of the ways you bring your clients on and answer their questions. Make sure you mark when they signed up for your service and if they have addressed any problems.
Consider customer happiness
Even if your clients choose to stay on, that doesn’t mean they are as happy as they could be. They might not necessarily let you know that they aren’t content with your product or service, so it’s up to you to reach out and ask them if there is anything you can do to make their experiences better. You might want to think about sending out a survey or an additional email to check in with your customers and see what you can do in order to keep them around.
Talk to managers
Your managers are likely to have more insight than you might when dealing with clients. Unless you are answering their questions directly, then they will have a better idea of what challenges your customers are facing. Be sure to check in and see which questions have cropped up and what you need to do as a business owner to satisfy your customers. Talking to those who are closer to the issue can help you to make the right decisions when it comes to keeping clients engaged with your product or service.
Have a follow-up call
One of the best ways you can determine if your customer onboarding was a success is to call or meet with your client one-on-one. They might not feel fully comfortable disclosing some of the issues with your employees, but they could be more willing to talk to you about it. Make sure you schedule a time to talk a few weeks after your clients have onboarded and a few months after they have gotten used to your processes.
Keeping your customers happy is an ongoing job, but you can get a head start when you take the time to onboard them properly and check in shortly after. This can help to keep clients committed to working with you for the long haul.
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