Customer Onboarding: Navigating Practical Challenges and Complexities

01/03/24 • 29 min

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ON TODAY'S EPISODE:
In this episode, Lincoln addresses a variety of complex challenges and practical strategies in the realm of customer onboarding. He provides insights into making kickoff calls valuable, managing customer expectations, ensuring smooth transitions between onboarding and adoption, and adapting to changes in goals or requirements during the onboarding process.
THIS WEEK'S QUESTION:
This episode doesn't revolve around a single question but rather explores a range of questions related to customer onboarding, covering strategies for engagement, communication, and adapting to evolving customer needs.

TOPICS BEING ADDRESSED:

Strategies for enhancing customer cooperation and engagement during onboarding.
Best practices for kickoff calls and initial customer communications.
Managing transitions and changes during the onboarding process.

QUOTES:
Lincoln Murphy (06:54): "In customer onboarding, it's crucial to manage expectations and communicate effectively, ensuring that no customer feels like they're in the dark."
Lincoln Murphy (12:37): "When a company's goals or stakeholders change during onboarding, it's a signal to revisit our initial approach and adapt swiftly."
Lincoln Murphy (17:15): "The transition from onboarding to adoption is more than a procedural shift; it's about refocusing on broader business goals."
Lincoln Murphy (21:03): "Quarterly Business Reviews (QBRs) should be strategic, focused on how our product impacts the customer's business, not just a routine check-in."
Lincoln Murphy (25:46): "Recording sessions with clients isn't about micromanagement; it's about creating valuable assets for coaching and customer reference."

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TOPICS BEING ADDRESSED:

Strategies for enhancing customer cooperation and engagement during onboarding.
Best practices for kickoff calls and initial customer communications.
Managing transitions and changes during the onboarding process.

Previous Episode

Customer Success in 2024: Trends and Predictions (Part Two)

ON TODAY'S EPISODE:
In this episode, Johan and Lincoln explore key trends in Customer Success Management (CSM) for 2024. They discuss the evolving landscape of product-led growth, the rising importance of personal branding for CSM professionals, and the increasing role of asynchronous communication in customer success strategies.

THIS WEEK'S QUESTION:
"What are the main trends and predictions for customer success in 2024, and how will they impact the role of CSMs and heads of Customer Success?"

TOPICS BEING ADDRESSED:

The balance between product-led growth (PLG) and customer success operations.
The importance of personal branding for Customer Success Managers and leaders.
The rise of asynchronous communication methods in customer success.

QUOTES:
Lincoln Murphy (12:14): "Product-led growth is not just about having a great product, but also about robust customer success operations behind it."
Johan Nilsson (15:37): "Building a personal brand is not just beneficial for career growth, but also amplifies effectiveness in customer success roles."
Lincoln Murphy (20:58): "Async communication like using video tools isn't just about efficiency for CSMs, it's also about creating a more flexible and effective experience for customers."

Next Episode

Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders

ON TODAY'S EPISODE:
"Kickstart 2024: New Years Strategies for Customer Success Managers and Leaders" delves into effective strategies and reflections that customer success professionals should consider at the start of a new year. Johan and Lincoln discuss practical steps for CSMs and CS leaders to set the tone for a successful year, covering goal reassessment, capacity planning, and the importance of deliberate actions for sustained momentum.

THIS WEEK'S QUESTION:
"Starting the year off, what are some key actions I should take for a positive beginning?"
TOPICS BEING ADDRESSED:

The significance of reflection and goal reassessment at the start of the year.
Capacity planning and resource allocation for CSMs and CS leaders.
The importance of deliberate actions and building momentum for a successful year.

QUOTES:
Johan Nilsson (04:00): "Customer Success Managers... need to find our own energy, our own motivation, and see, okay, where am I going here?"
Lincoln Murphy (06:00): "You need to understand why you are doing the things you're doing and why you're going to do the things that you're going to do."
Lincoln Murphy (14:37): "Evaluate your portfolio of customers... which ones are a bad fit, which means they don't have success potential."
Johan Nilsson (22:57): "As head of CS... you want to sync with your executives, also have a clear discussion on the strategy, what are the targets for the year."
Lincoln Murphy (30:02): "If you have employees, you should probably want them to be the best at what they do."