How to Know If You’ve Onboarded Your Customers Correctly


Onboarding your customers can be a challenging process, but it can be one of the most important things you can do when you’re creating a positive relationships with clients. After you have gone through the initial process of customer onboarding, you’ll want to evaluate what you did correctly and what you might want to change in future interactions.

Here’s what you need to look at when you are looking over your onboarding process and you want to improve it.

Check implementation

After a few weeks, you’re going to want to check in to see whether or not your product or service has been implemented by customers. Have they taken the time to go through your materials and ask questions from your managers? Is everything in place to give them the success they are expecting when using your product or service? You might want to visit with your customer and see if he or she has had time to set everything up the way it should be.

Visit with your team

Your team can provide you some valuable information when it comes to whether or not your clients are happy with your product or service. If your customer seems to have a lot of questions and complaints, that might go to show that you need to develop your onboarding process a bit more and that you should look into the steps where your clients tend to fall off. As a third-party, they can look at things from a perspective you might not have considered and help you to make changes that make everything run more smoothly and make clients happier.

Be aware of ROI

After a few months, you’re going to want to sit down with your customers in person or over the phone and have a meeting to see whether or not they have experiences success using your product or service. You’ll want to ask what direct results they have seen—whether it is increased interest in their business, a solution to the problem they might be having, or greater income. This also gives you a chance to evaluate your product and service and to see if changes need to be made in order to help customers correctly.

Ask for feedback

While it might be tempting to simply step away from your customers when you know that they are using your product or service, it’s important to know if there are any improvements you can make to your onboarding and business model. You might even be able to keep customers that were planning on canceling by sharing how you want to make their experiences better. It might not always be the information you want to hear, but feedback can be essential to making your company better overall.

In summary

Onboarding is important when you are wanting to create relationships with customers that last. By taking a look at where you can make changes, you’re increasing the likelihood of positive word-of-mouth and that your client will be happy to continue working with you in the future.