New customer onboarding with Stuart Balcombe at Arrows

Stuart shares incredible insights into the new customer onboarding process, topics include:

• Sales-Marketing-Service Alignment: Gaps in this area aren't because of your internal teams per se, but because of not knowing your customer. And they feel it. He shares valuable advice on how to avoid this trap.
• Failed Onboarding: This has proven controversial online, but the Arrows team is opinionated about it. Onboarding can be considered either a success or a failure. What does this mean in practice? Stuart breaks it down.
• Cost of Failure: It's easy to think about new customer onboarding as a short-term concern. However, there are long-term financial ramifications of failing to retain customers. And it could cost you your business.
• Who Owns Onboarding: This is a tricky one. Stuart talks through the nuances of sales or service teams owning new customer onboarding, and in particular, what that looks like in HubSpot (in deals vs. tickets).
• Onboarding Velocity: This is the one metric that Stuart is thinking about right now. He explains what it means, how they think about this at Arrows, and why it matters.

Learn more about Arrows: https://arrows.to/
Find Stuart on LinkedIn: https://www.linkedin.com/in/stuartbalcombe/