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ON TODAY'S EPISODE:
In this episode, Lincoln addresses a variety of complex challenges and practical strategies in the realm of customer onboarding. He provides insights into making kickoff calls valuable, managing customer expectations, ensuring smooth transitions between onboarding and adoption, and adapting to changes in goals or requirements during the onboarding process.
THIS WEEK'S QUESTION:
This episode doesn't revolve around a single question but rather explores a range of questions related to customer onboarding, covering strategies for engagement, communication, and adapting to evolving customer needs.
TOPICS BEING ADDRESSED:
- Strategies for enhancing customer cooperation and engagement during onboarding.
- Best practices for kickoff calls and initial customer communications.
- Managing transitions and changes during the onboarding process.
QUOTES:
Lincoln Murphy (06:54): "In customer onboarding, it's crucial to manage expectations and communicate effectively, ensuring that no customer feels like they're in the dark."
Lincoln Murphy (12:37): "When a company's goals or stakeholders change during onboarding, it's a signal to revisit our initial approach and adapt swiftly."
Lincoln Murphy (17:15): "The transition from onboarding to adoption is more than a procedural shift; it's about refocusing on broader business goals."
Lincoln Murphy (21:03): "Quarterly Business Reviews (QBRs) should be strategic, focused on how our product impacts the customer's business, not just a routine check-in."
Lincoln Murphy (25:46): "Recording sessions with clients isn't about micromanagement; it's about creating valuable assets for coaching and customer reference."
Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/
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