Summary of Onboarding Matters by Donna Weber

Description

Companies that disregard their customers shouldn’t be surprised when they move on to other firms in the constant surge of customer churn. No one likes being ignored, especially buyers of sophisticated services, software or high-tech products with complex installation or use requirements. Frustrated customers will abandon these products, turning your software to shelfware. Although author Donna Weber tends to use jargon, she does a thorough job of explaining her process for training and retaining clients and for developing a supportive onboarding program that answers customers’ questions proactively to eliminate potential dissatisfaction. 

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Sujets

• Vente
• Marketing
• Business
• Economics
• Marketing et communication
• Gestion des ventes

Informations

• Publié par: GetAbstract AG
• Date de parution: 05 janvier 2022
• Nombre de lectures: 1
• EAN13: 9798887270593
• Langue: English

Extrait

Onboarding Matters
How Successful Companies Transform New Customers Into Loyal Champions
Donna Weber•Donna Weber © 2021•218 pages

Management / Management Concepts
Marketing / Customer Relations / Customer Retention
Marketing / Marketing Strategy

Rating:9

Applicable
Well Structured
Insider's Take

Take-Aways Companies should cater to their customers.  Customers who aren’t tech-savvy often can’t figure out complex products. Buyers who can’t understand complicated products will abandon them and turn to another supplier. Onboarding programs can eliminate customers’ frustration and confusion. “Orchestrated onboarding” uses best practices from various business disciplines. The six stages of the onboarding process are: Embark, handoff, kickoff, adopt, review and expand. Use compelling graphics to communicate important onboarding information. Every customer-facing department must embrace orchestrated onboarding. Onboarding offers so much customer value that you eventually can charge for it.

Recommendation
Companies that disregard their customers shouldn’t be surprised when they move on to other firms in the constant surge of customer churn. No one likes being ignored, especially buyers of sophisticated services, software or high-tech products with complex installation or use requirements. Frustrated customers will abandon these products, turning your software to shelfware. Although author Donna Weber tends to use jargon, she does a thorough job of explaining her process for training and retaining clients and for developing a supportive onboarding program that answers customers’ questions proactively to eliminate potential dissatisfaction.