You have to market your product to attract and convert your ideal prospects into customers. However, you'll have to retain your customers if you want to remain in business and make money. To retain customers, you must educate them on the problems your product seeks to solve and why they should stay with your product or service after signing up. That process is known as customer onboarding.
Customer onboarding refers to introducing your new customers to the product they signed up for and educating them on how the product will solve their problem. Two main reasons why customers churn are because they don't get any value from your product, and they don't understand your product. With customer onboarding, you can solve such issues. Here is a guide on everything you need to know about customer onboarding.
Importance of the customer onboarding
Customer onboarding is an excellent way to introduce new customers to your products or services. Here is the importance of customer onboarding.
- Happy customers are your top source of referrals.
- Existing customers give your business the most revenue source.
- It allows you to educate your customers about the way your product works.
- It's an opportunity to answer customer's questions.
Customer onboarding process
It's impossible to onboard customers manually. That's why you'll need a customer onboarding process to help new customers get acquainted with your product or services. Here is a step to a successful customer onboarding process.
- Define targets - know the outcomes you want to achieve from your onboarding process. You need to clearly define what you want to get done with the onboarding process.
- Define metrics - you'll need to track your outcomes, for that, you have to define the metrics. Defining metrics will help you know how you are performing.
- Choose channels to offer onboarding content - it could be email drips, pop-ups, or social media.
- Organise your onboarding content.
Customer onboarding best practices
Here are the best practices for onboarding customers.
Understanding your customer
The first thing in onboarding a customer is to understand your buyer's persona in and out. Make sure you understand the customer's pain points, unique obstacles, and challenges. Such information will make it easy to tailor the onboarding experience.
Have clear expectations
Your customer needs to know what to expect before they buy your product. Have a sales process that lays out the qualifying factors for using your products. By doing that, your customers will be prepared in case of any snag.
Show value
Always make sure your product provides your customers with value. Reemphasise the value the product will provide for the customer's unique case. You can give examples of how your product will address the pain points. You can have documentation, kickoff call, or specialised training.
Communicate consistently
Communication is necessary for success in any business. Consistent communication during onboarding can make or break your relationship with your customer. You should not leave your customers at the sale. Let your customers know that you are always available.
After the welcome message, you should keep using email to communicate with your customers. Email is the common communication medium, which makes it an excellent choice in the onboarding process. Once you have an indispensable product, your customers can sign in and view the app notifications.
Measure your success
Onboarding benefits not only your customers, but your business as well. Get customer feedback, track the key metrics and identify friction points.
Customer onboarding begins when a potential customer gets into contact with your brand. Every encounter with a potential customer is an opportunity to get information that will help with the onboarding experience. If you need digital marketing, contact us.
