“What’s the ideal timeframe for customer onboarding and implementation?”
That question has a unique answer for every #saas company, but I’m 90% sure you’re not doing it fast enough today.
Onboarding is a key moment in the customer lifecycle. First value.
It’s critical.
So how do we improve?
Here are the steps I use:
1. Identify first value milestone
What is the indicator that the customer has achieved value? Track it. In a system. Salesforce, Gainsight, Totango, etc.. Start today.
2. Establish a baseline
Instead of averages, set a target (e.g. 30 days). What percentage of your current customers achieved it?
3. Research outliers
Identify the reasons that customers fell outside the target. Talk to the team. **Call the customers.** use the ‘5 Whys’ approach.
4. Set a goal
Now that we understand root cause, establish an improvement target as a smart goal: “Improve on-time onboaring from 80% to 85% by April 30, 2020”
5. Build playbooks to address the outliers
For each reason, establish a ‘motion’ that helps you overcome the issue. Teach the team to execute the playbook.
6. Validate quality
Don’t assume everyone else is good. Validate the quality of customers that DID achieve first value within target.
How else are you refining time to value?
View Original Discussion and LinkedIn
