Learn valuable strategies to incorporate in your customer onboarding program to ensure a positive experience now and in the future.
Many organizations fall into the trap of offering products/services that are not differentiated from their competitors, thus they fail to deliver truly meaningful benefits (typically reflected in poor service) to their customers. In short, they take their customers for granted. They fail to ensure a successful (profitable) relationship, by failing to exceed customer expectations from the very start of the relationship. That leads to low levels of client engagement, and failing renewal/retention levels. This topic will deliver immediately actionable strategies to ensure the customer has a positive relationship that will make them know they made the right choice when they chose you, and a successful onboarding program will teach your customers how to use your product/service in such a way as to understand the value you deliver that creates meaningful differentiation from your competitors.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Create a List of Engagement To-Do's Early on in the Relationship
- At the Time of Sale/Engagement
- By the End of the First Week
- At the End of the First Month
Confirm All the Customer Key Contacts
- User(s)
- Purchasers
- Decision Makers
- Influencers
Best Practices
- Truly Understand Your Customers: The 5 Needs All Humans Possess; Maslow's Hierarchy
- Set Clear Expectations Throughout the Relationship
- Show Value Every Step of the Way
- Maintain Constant Communication
- Create Customer Driven Goals
- Always Strive to Exceed Expectations
- Measure How You're Doing Serving Them - Use Net Promoter Scores and Customer Journey Analytics
The Customer Onboarding Checklist
New Customer Welcome Kit
Onboarding Our Time Together Checklist
Training Resources Repository
Onboard Hand-off Plan: From Onboard Specialists to Account Management Team
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on July 13, 2020.
Call 1-866-352-9540 for further credit information.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Ethan L. Chazin, M.B.A.
The Chazin Group LLC
- Principal of The Chazin Group LLC
- Practice emphasizes all aspects of business growth coaching
- Conducts regular seminars and workshops on numerous areas related to leadership, sales effectiveness, culture transformation, diversity and belonging, and employee empowerment
- Author of several publications related to the areas of career exploration and culture transformation
- Membership information: Goldman Sachs 10,000 small businesses coach, Kauffman Foundation FastTrac Growth coach certification
- M.B.A. degree in marketing, George Washington University
- Can be contacted at 917-239-5571, [email protected], or https://www.thechazingroup.com
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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