How to Measure Your Customers’ Onboarding Success

At some point, every business wants to know that they are properly onboarding their customers, and that they are achieving the right goals when it comes to making them happy. Customer success can depend on a number of different factors, but finding ways to measure what is going well and what needs to be changed can make a big difference. With these measures in place, you are much more likely to get the results you want.

Here are some ways to determine whether or not your customer success journey is working well.

Onboard properly

The first thing you will want to do when you are making sure that your clients are happy with your product or service is to onboard them correctly. This might mean providing them documents and meeting with them to discuss how you can help them reach their goals. You will also want to have a meeting in the very beginning so you can determine how you can specifically help your clients and to make sure you are clear on the results they want.

Set expectations early on

Before you immediately begin working on the project, you are going to want to make sure that you have clear expectations from both your customers and your team. Once you have set these tasks that you would like to have accomplished, then you will want to make a clear plan of action so your customers can follow along with which deliverables are finished and if they need any changes. Going into a project or working with customers can go much more successfully when everyone knows what to expect beforehand.

Ask for feedback

During the process, you will want to make sure you reach out to your customers in order to see if they have any questions or if they are unhappy with anything. It is best to communicate early on so you can have some client feedback before you deliver the final product. This might be in the form of a survey, calls, or some other way to collect information and make sure that it is in line with your overall strategy. You’ll want to do this several times during the course of the project.

Be available

Nothing is more frustrating to a customer when you are not there to answer any questions they might have—especially when they have invested a fair amount in order to work with you. This might mean using communication tools such as Slack or Zoom, or having a project management software where everyone can easily keep in touch. You might also want to be available for calls and have a way for customers to book them if necessary. If you don’t have the time to speak with every client, you might want to make the effort to hire someone who can.

In summary

Onboarding your customers is a step-by-step process, and it can take some supervision in order to make it a success. With these tips, you’re much more likely to be happy with the overall results and retain your customers.