From the course: Onboard New Customers for Loyalty, Engagement, and Expansion
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Applying your customer onboarding metrics
From the course: Onboard New Customers for Loyalty, Engagement, and Expansion
Applying your customer onboarding metrics
- A crucial element of any onboarding plan is making sure that it worked. At some point, you'll need to measure customer success against the priorities you and the customer established at the kickoff meeting. These goals can take a while to achieve, but there are some key metrics you can use immediately after onboarding to assess whether your customer is on their way or whether early intervention is needed. If you know which accounts are at risk early on, you can take an appropriate action to get things back on track. Here are three of the most important onboarding metrics. First, customer progress. This is an easy one. Is your customer getting through the onboarding steps as outlined in your company's onboarding checklist? If not, why not? Next, customer satisfaction. Most likely your organization uses a system, like the net promoter score, to ask customers how they feel about your company and products. If they aren't happy, you can ask why, and then work to remedy concerns or…
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