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You spend weeks, months or (in many cases) years trying to win over a prospective client. After the numerous phone calls, follow-up emails targeted LinkedIn campaigns and personalized gift baskets, the client finally agrees to do business with you. You’ve landed your big whale and are ecstatic that your many hours of research and chasing them were worth it!
A few weeks later, as you target a new account, your big whale decides your services weren’t for them and is leaving you for your competition.
Crushed by the news, you think to yourself what could I have possibly done wrong?
A poor onboarding experience could very possibly be the reason.
Why Customer Onboarding is Critical
Simply put, customer onboarding is the process of getting your clients up-and-running with your business, providing them with clarity about your offerings and building trust in your brand early on. It’s one of the first, and most crucial experiences a new customer will have with your brand.
In the sales journey, customer onboarding is often an afterthought – because the hard part of acquiring a new client is done, so why give customer onboarding just as much attention as prospecting? Well, a poor customer onboarding experience does affect retention rates, can hinder your growth as a company and ultimately leave a bad taste in your new customer’s mouth before even beginning their business relationship with your brand. Gartner also says that 80% of a company’s future revenue can come from 20% of existing customers. Yet only 20% of B2B companies allocate their efforts towards customer retention.
Any business that wants to stay competitive must understand that a sublime experience for your customers at every single touchpoint is necessary. After all, if the customer is truly king, why make them feel unwelcome and unsupported with a subpar onboarding experience?
Customer Onboarding Done Right
Implementing simple, easy-to-use processes at the start of the journey will increase revenue, improve customer and employee satisfaction, improve efficiency and reduce both yours and the new client’s time.
In many times, the processes for onboarding new clients are complex, requiring several critical steps in a short timeframe into a unified and simplistic process that is clearly established for all stakeholders (at least this was the case for one of our clients).
Creating a unified and simple onboarding process requires mapping all data points necessary for integration, determining clear responsibilities, having instant updates on progress available and creating a central point of contact to address any concerns head-on.
Blue Relay Solves Complex Client Integration and Onboarding Processes
Often we find that it’s not just setting up a client for business, but integrating systems so the client is onboarded correctly.
Blue Relay’s work coordination features include an intuitive dashboard for operational insight and the ability for multiple team members to contribute configuration details as part of the processing. The tool allows organizations to onboard clients quicker while reducing risk and overall cost.
With Blue Relay, organizations can stay confident knowing they are not missing a critical step in their processes and spend less time on detailed implementation tasks, and more time helping their clients maximize value from their offerings.