Customer onboarding has a long-lasting impact with deep ties to a customer’s likelihood to churn. Whether through automated or manual monitoring, Customer Success must remain hypervigilant during onboarding to ensure customers stay the course.
Creating a well-defined outreach strategy ensures Customer Success consistently connects with customers throughout this pivotal phase. To show what this outreach may look like, we’re sharing an example of a low-touch (a mostly automated interaction) and high-touch (many personal touchpoints) onboarding Play from ChurnZero. Since onboarding greatly differs by product and market, we made these examples high-level and nonspecific to demonstrate the basis of an onboarding Play while being inclusive of a broader audience.
And to make sure we’re on the same page, let’s explain a Play.
In ChurnZero, a Play automates messaging and tasks based on a user or account’s engagement metrics. Even if you don’t have ChurnZero (although why would you want to go through life like that?), you can use these Play examples as a guide to plan your customer onboarding workflows and communications.
Continue reading on the blog to see this seven-step Play, with examples showing how onboarding may differ between a low- and high-touch Customer Success model.
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