What You Will Learn!
- Learn from someone who created an onboarding methodology and has implemented customer programs for the past almost 20 years
- Ability to personally contact instructor for assistance after course completion should you have any questions
- Review of customer onboarding industry stats
- Review of customer relationships and how to classify them for optimal revenue/interaction
- Customer onboarding timelines and phases
- Mapping the customer lifecycle to the onboarding phases
- Understanding of event-based marketing
- Cross-selling and up-selling requirements
- Traits of loyal customers
- Properly measuring loyalty in customers
- Retention program examples
- Top causes of failure when creating a customer onboarding process
- Best practice for maintaining an ongoing customer onboarding program
Description
Nearly 75% of all cross-sell opportunities occur within the first 90 days of acquiring a new customer. A robust customer onboarding process enables organizations to take control, from initial enrollment through welcome kits and subsequent cross-sell and up-sell activities. To succeed, organizations must start with an accurate, comprehensive view of customers and use high-quality data to improve the customer experience across multiple channels and via every mode of data intake and delivery.
One of the most critical aspects of onboarding new customers is understanding that none of them are the same and none of them want the same interactions with your organization. Not only is every customer different, but each person inside each customer has different expectations and needs from your offering. We will provide you with the template to classify your customers correctly.
This online course will teach you that effective customer strategies are crucial to gain an edge over the competition, and in both the minds and hearts of customers. As every organization can attest, it is much cheaper to retain good customers than to acquire new ones. This course will map a customer lifecycle methodology with proven onboarding processes and phases in order to properly transition from sales teams to delivery teams, all while leveraging specific content, tools, and strategies to increase customer profitability.
Who Should Attend!
- Individuals wishing to understand how the customer onboarding process works and can be configured for organizations. To implement a program that most organizations struggle with – due to its impacts on coveted customers and ensuring your organization’s success with them
Tags
- Business Fundamentals
- Customer Success Management
- Customer Experience Management
Subscribers
65
Lectures
8
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