During the Handoff stage of my Orchestrated Onboarding® framework I include two hand offs: the nternal hand-off and the customer handoff. These days I’m usually calling the customer handoff a client alignment meeting. A client alignment meeting is when you take the time to establish how your team and the customer’s teams are working together during onboarding. You align the customer’s teams with their stakeholder so they know the objectives, timelines, and priorities. When you slow down to have the client alignment meeting, you speed up the implementation and onboarding journey because you remove a lot of that resistance that can come up. Customer teams are engaged and accountable. Save time by investing a little time upfront. With the client alignment meeting. To dive deeper, read chapter five of my book, Onboarding Matters, download my success plan template from my website, and let me know how I can help you. And if you are already holding client alignment meetings, I’d love to hear how they are working for you in the comments. 👉 https://www.amazon.com/Onboarding-Matters-Successful-Companies-Transform/dp/1737073501/ #customersuccessstrategies #EngagedTeams #successplan

Do you deliver quick wins during customer onboarding? Quick wins are achievable nuggets that deliver meaningful value to your customers in days or weeks. You and your customers need quick wins because they create a spark of joy and generate endorphins, or feel-good chemicals, in the brains of your buyers and your users. When customers feel good about you and your product, guess what? They are more engaged and accountable throughout onboarding and beyond. Watch the video to learn what participants in my Orchestrated Onboarding® Masterclass came up with. Dive Deeper: Read my article about value journeys and let me know how I can help you create quick wins for your customers today. How Quick Wins Reduce Churn and Boost Customer Loyalty | Customer Onboarding Expert #CustomerSuccessStrategies #businessgrowth #BrandingInBusiness #KickoffMeetingTips

We sell our products, and then we assume that onboarding and implementation are the only things going on in our customers lives. I learned from @Britt Andreatta in her book, Wired to Resist, that we all have multiple change journeys going on at the same time. While it would be nice, we don’t have the luxury of scheduling in one change to happen at one time. Instead, personal and professional change journey are colliding and merging and creating upheaval in our lives. That’s why I like to slow down at the beginning of the customer journey. Starting with a client alignment meeting gets everyone on the customer team on the same page, including the buyer and stakeholders. We create a mutual success plan and determine how to move forward with everyone else going on. Slowing down at the beginning increases customer engagement, and accountability, and speeds up the onboarding journey and beyond. To dive deeper, leverage my success plan template, and let me know how I can help you. 🔗 www.donnaweber.com/success-plan-template The Secret to Handling Multiple Change Journeys in Onboarding | Customer Onboarding Expert #customeronboarding #businesstips #businesssuccess

Confidence comes from competence. I learned this phrase from a conversation with a client. They are helping customer-facing teams step up and have the confidence to be strategic guides with their customers instead of being task-focused and tactical. We build confidence by taking action and building competence. How can you lean on your competence to help you feel more confident when engaging with customers? To be strategic, take ownership, drive the journey, and deliver value. To dive deeper, read my article about restaurant versus gym mentality and let me know how I can help you. 🌎 https://bit.ly/4hJZy5e Confidence Comes from Competence: How to Build Confidence with Customers #customerengagement #customerexperience #customeronboarding

My recent Customer Success Forum was focused on the maturity of customer-facing programs; the maturity model includes four stages: Reacting, Performing, Scaling, and Optimizing. While any new program or product goes through each of those stages, our Customer Success industry is also maturing through this journey. Customer Success 1.0 was reactive, with CSMs acting as glorified support agents Customer Success 2.0 was about building consistent, repeatable processes; we built playbooks in the new Customer Success platforms In Customer Success 3.0 we need to scale and move away from using people to solve problems Customer Success 4.0 focuses on how to optimize and demonstrate our impact on the business bottom line We owe it to ourselves and our customers to stop reacting, to stop doing the basic, repeatable stuff, and to rise above and be trusted strategic advisors for our customers. Whether your product is high touch, low touch, or tech touch, deliver high-value moments to your customers. Value builds customer trust and loyalty. To dive deeper, read my article From Chaos to Clarity, and let me know how I can help you. Customer Success Maturity: From Reactive to Strategic Advisor | Customer Onboarding Expert #customersuccess #customerjourney #customeronboarding

If you are looking for the fastest and easiest way to scale customer onboarding and enablement, do the following: Reach out to the Support team Find out the top 10 Support 'how to’ tickets customers submit; especially during the beginning of the customer journey, during onboarding and implementation Create content to address these needs and include best practices Make it digestible and accessible Don’t wait for your customers to have problems. Guide customers along the best path with best practices to ensure they get value from your product. And watch those support tickets reduce. Dive Deeper: Read chapter 13 of my book, Onboarding Matters. It's all about how to scale customer onboarding and enablement. And let me know how I can help you. How to Quickly and Easily Scale Customer Onboarding and Enablement | Customer Onboarding Expert #customeronboarding #createcontent #customerjourney

Success is not perfection. I learned this from consulting guru @Alan Weiss. Success means achievement and completion. Perfection means superior, flawless. It's really hard to always be perfect. Perfection leads to procrastination and dissatisfaction. On the other hand, success is achievable. Dive Deeper: Read my article about experiments to be curious, and try stuff out. Let me know what you learn. Success is Not Perfection : Discover the Real Meaning of Success | Customer Onboarding Expert #success #customeronboarding #perfection

I was at a storytelling event and the Master of Ceremonies asked us to use AI that evening, Authentic Interactions. They requested that we put our devices away and talk to people we had never met before during the breaks. Being authentic creates a sense of reliability and trustworthiness. And trust is critical for building enduring relationships, both personal and professional. I'm curious to know how you are using AI, Artificial Intelligence, these days to be more authentic. Please share in the comments. Dive Deeper: Read The Trusted Advisor by David Maister. 🌎 https://bit.ly/4eHMjQi AI = Authentic Interaction | Customer Onboarding Expert #ai #authenticinteraction #Artificialintelligence

Customer Onboarding, Enablement, and Success are not static functions. Just when you think you have everything figured out, change happens. Leverage my Customer Onboarding Maturity Model to determine where you currently are, and to illuminate the next stage of maturity. The four stages are: 1. Reacting 2. Performing 3. Scaling 4. Optimizing No matter where you are on the maturity model, you have an opportunity to reach the next level. Participate in the Orchestrated Onboarding Masterclass® to take you, your company, and your customers to the next level. 🔗 https://bit.ly/4etPI5n Customer Onboarding Maturity Model | Customer Onboarding Expert #customeronboarding #customersuccess #staticfunction