Your customer onboarding process is a journey, both for you and your customer, and it could mean the difference between loyal clients who stick around and those who leave in search of a different solution.
You may think your onboarding process is working, but have you considered the hidden costs?
From a lack of communication to poor visibility to scope creep, every day your onboarding program is delayed results in lost revenue and lower customer growth and retention.
Understanding and addressing the considerable hidden costs of your customer onboarding program adds an element of urgency to the strategic mission of customer expansion and retention.
We sought to identify the successes and challenges that companies face when onboarding new customers in a survey. Here are just a few of the key findings.