Gain Grow Retain
Scaling CS with Brittany Soinski of Loom
Dec 18, 2023
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.
46:43
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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.
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