Beginners Guide to OnboardingNov 06, 2021
It costs more to acquire a new client than it does to retain an existing one. One of the best ways to retain a customer is to make it easy for them to work with you and form lasting relationships. A good onboarding process makes this possible.
What Is Client Onboarding?
Client onboarding is the process of introducing a new client to your business or company. This process is akin to employee onboarding which shares the outcome of building mutually beneficial and long-lasting relationships. A good onboarded client recognizes and appreciates the value of your services and product.
Different companies have different timelines for the client onboarding process. This is also dependent on the type and complexity of the business. You can determine the time it takes for your business to onboard a client over time.
One way to do this is by mapping the client journey from awareness to engagement and purchasing your product or services. Businesses that have mastered this process have created a flawless experience that connects each stage of the overall journey.
Why Client Onboarding Is Important
Your clients make it possible for your business to become profitable and obtain faster revenue growth. Building long-term relationships with the customers are essential to the success of your company. The client onboarding process allows you to monitor and control how your clients interact with your business from the beginning.
A well-designed onboarding process makes the customer feel like they have chosen the right company. On the other hand, a nonexistent or poorly designed onboarding process can leave a customer feeling frustrated and confused about the services or products you offer. This difference can affect the company's reputation and customer lifetime value.
A good onboarding process leads to the reduction of churn numbers. This is because it encourages your client to continue using your services. The result is a better retention rate and more revenue for the business.
When customers understand and successfully interact with your product, it leads to more referrals. According to surveys done, referrals are one of the top methods of growing your business.
Steps For Onboarding a New Client
Below are the steps involved in onboarding new clients;
1. Welcome the client to your company
You are probably aware of the term buyer's remorse -it means when a customer feels regret for purchasing a product from fear that they have made a mistake. When you deploy the right welcoming approach, it makes the client feel confident about buying the product.
A good way to start is by sending a personalized email from one of your team members welcoming them, offering support, and answering any questions. You can also opt to make a welcoming or follow-up phone call to make your business stand out.
By getting the welcome process right from the start, you show potential customers and clients that you value them.
2. Understand a client’s expectations
The ultimate purpose of onboarding is to direct your new clients to experience their first success with your company's product or service. To achieve this, you need to understand what success means to that customer. You can find out this information by handing out engaging survey questionnaires.
3. Describe the scope of the work and get your team onboard
Equipped with information on what the client expects, you can describe the extent of the work needed and establish milestones. This will help you continue building on the client's expectations and come up with clear boundaries.
With a clear outline scope of the work, you can then create realistic milestones for every task. Involve the client in developing the plan to get their feedback along the process. Both the team and client should be in agreement before proceeding to the next stage.
4. Finish onboarding but maintain the relationship
You should not finish the onboarding process from the first meeting with the client. You need to keep the relationship by constantly contacting the client to see if they have any questions or issues with your product or service. Keep it subtle to avoid scaring them off with overwhelming information.
If the client has a good experience and good impression of your company, they will refer other clients.
You can continuously improve the onboarding process as your company or your services and products grow and change. A successful onboarding process can be the varying factor between a failing business and a thriving one.
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