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

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Why is onboarding important?

Why is onboarding important?

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

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Why is onboarding important?

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(lively music) - Whether or not the customer can immediately start using their purchases or has more work that needs doing first, one thing is certain, which is that customers who are unclear about what they've purchased and/or why they have made those purchases and/or how to deploy and use these purchases are customers who are far more likely to struggle to generate value from those purchases than will customers who are clear about what they've bought, why they've bought it and how to deploy and use it. Providing this basic what have I bought, why did I buy it and what do I do now information is exactly what onboarding is all about. By providing the right type of onboarding service, the CSM's company will potentially be able to increase value generation and shorten the time to getting that value generated, as well as increasing customer satisfaction levels by reducing frustration through explaining and simplifying…

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