From the course: Onboarding and Adoption Best Practices for Customer Success Management

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Selecting an onboarding service model: Part 2

Selecting an onboarding service model: Part 2

From the course: Onboarding and Adoption Best Practices for Customer Success Management

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Selecting an onboarding service model: Part 2

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(upbeat music) - Let's turn our attention now to the other option, that being, to provide customers, with a customized or bespoke onboarding service. In this model, rather than providing identical content to customers using an identical process to do so. Both content and process are custom-designed to suit the specific requirements of each individual customer. Note that in the generic Onboarding Service Model, the customer success manager should still have research background information about the specific customer and their requirements, so that they can provide contextually relevant, best practice advice to them. The difference with a Customized Onboarding Service is not so much that the CSM has bothered to perform any research about the customer and get up to speed on the customer's initiative and outcome requirements. Rather, it's about how much time and effort is spent upfront in catering to that customer's needs.…

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