What are the 3 Phases of Impoving Customer Onboarding?

You need to understand the required steps to activation, then the steps for onboarding that customer, and refine the process.

Let’s talk about the three phases of improving customer onboarding.

So customer onboarding, being white glove onboarding, client onboarding, enterprise onboarding, a high touch onboarding experience that happens after a customer purchases your product, and now needs to be onboarded to that product.

So, when starting out, you will always want to still understand your customer journey map, and the metrics that matter, basically, in that you’ll start to understand the required steps to activation, and then fill in the gaps on that for creating a white glove playbook in any sort of collaborative tool that has a client or customer facing portal and an internal portal.

In Phase one, you’ll look at the key required steps for onboarding that customer. And then you’ll say, all right:

• On their side, what are the steps they need to take between these steps and on our side, operationally, between different operational arms?
• What are the steps we need to take?

From there, you’ll build that playbook out, and there’ll be tasks assigned to the customer.

There’ll be tasks assigned to different people in your team in order to achieve

onboard onboarding that customer fully onto your product and understanding the promise that you gave when they purchased.

Phase two is optimizing this playbook. So once you understand and take a few customers through or more, what’s working and what’s not working, you’ll start to compile a better playbook, by compressing it down or maybe add some tasks, add some sections or modules.

Things that you’ll want to refine the process and the playbook. Now, the final phase, Phase three, takes your learnings and says:

• Okay, how can we simplify this even further from a technical perspective?

• What are things that we can build?
• Or put machine learning or AI on that can really change the game on how this experience is and save a lot of dollars and time for the customer and our team?

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• Source: https://www.inturact.com/saas-glossary/what-are-the-3-phases-of-impoving-customer-onboarding