Brittany Soinski, Manager, Onboarding at Loom, joins to discuss scaling customer success. Topics include creating an onboarding team, developing strong templates, setting goals, and utilizing Human Centered Design. They also cover the challenges of implementing new communication tools, the importance of live training, measuring customer onboarding and progress, maximizing product value, and promoting community engagement.
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Quick takeaways
Having a dedicated resource for onboarding improves customer success by focusing on live calls and foundational training.
Live training sessions, like webinars, play a crucial role in onboarding, enabling customers and driving user engagement.
Deep dives
Importance of Dedicated Onboarding
One of the main insights from the podcast is the importance of having a dedicated resource for the first part of the customer journey. This resource focuses on live calls and foundational training to ensure customers understand how to use the tool and address any potential issues upfront. By time-boxing the onboarding process and providing highly focused support, customer success teams can make a bigger impact on customer success.
The Value of Live Training
The podcast highlights the value of live training sessions, such as webinars, in the onboarding process. These sessions, when well-crafted and focused on enabling customers rather than selling, can have a significant impact on user engagement and adoption. By providing specific guidance and addressing common customer questions, live training helps customers understand how to maximize the value of the tool and integrate it into their existing workflows.
Measuring and Iterating Onboarding
The podcast emphasizes the importance of measuring onboarding success and constantly iterating to improve the process. By creating clear metrics and dashboards to track customer progress, teams can quickly identify areas of improvement and implement targeted experiments. A culture of experimentation and celebrating failures allows for continuous learning and optimization of the onboarding program.
Maximizing the Value of Tools
Another key insight is the importance of framing a tool in the context of the customer's existing toolkit. By showing how the tool integrates with and enhances other tools in the customer's workflow, customer success teams can help customers leverage their entire tech stack more effectively. This approach not only drives adoption of the tool itself but also increases the value derived from the customer's overall technology ecosystem.
Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.
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