Setting measurable onboarding success metrics

Want to win a free pair of airpod pros, sign up for a demo with Vitally: https://www.vitally.io/cspro

In this episode of the Customer Success Pro Podcast, host Anika Zubair speaks with Cara Benecke, the Head of Customer Success and Support at Workflex. They discuss the critical importance of building a customer onboarding program from scratch, the challenges faced in establishing customer success as a revenue driver, and the significance of creating 'wow moments' during onboarding. Kara shares her insights on how to effectively engage customers, the necessity of understanding their needs, and the importance of feedback in refining onboarding processes. The conversation emphasizes the need for customer success teams to be proactive, data-driven, and customer-centric in their approach to onboarding and retention.

Chapters:
00:00 Introduction to Customer Success and Onboarding
03:34 Building Customer Success from Scratch
11:39 Challenges in Building Customer Success
22:51 The Importance of Onboarding
35:36 Creating Wow Moments in Onboarding
55:22 Key Takeaways for Building Onboarding Programs

Download The CS Pro freebies:
https://thecustomersuccesspro.com/resources


Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn:  https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup

Connect with Cara Benecke:

Linkedin: https://linkedin.com/in/cara-benecke/

Grab our FREE resources here:
https://thecustomersuccesspro.com/resources

Want to be our next podcast guest? Apply here:
https://www.thecustomersuccesspro.com/podcast-guest

Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event