Modern customers are no longer content to just buy products; they want to take a more active role in their own customer journeys accompanied by a knowledgeable and supportive partner (i.e., you). The relationship you develop with your buyers has the potential to define the success of your business. But successful buyer/seller relationships don’t simply happen—they take dedication and intentional action on the part of your organization. And they begin with the first contact you have with your prospective client.
Customer onboarding (also called client onboarding) makes this relationship a priority. By helping new customers become familiar and comfortable interacting with your business, you lay a foundation for ongoing engagement.
Not every new customer becomes a life-long enthusiast. Some drop away quickly to explore other options. And often, the reason behind this new-customer churn is that the buyer never feels any interest in exploring your business beyond that initial purchase.
Effective customer onboarding helps mitigate this kind of situation, establishing a proven path towards customer loyalty. Simply put, customer onboarding exists to help clients recognize that the service or product being provided is something valuable and that your business is worth interacting with. In so doing, it provides organizations with the following benefits:
Your customers’ success is your success, and tracking that success means employing the right metrics. There are many metrics you can use to chart customer-centric goals, including:
These and other metrics will help you evaluate your onboarding processes, determine whether your customers are receiving the correct guidance and support at each stage, and identify any areas where your customer onboarding may need to be improved.
When left to their own devices, new customers can easily fall away. Taking a more active and customer-centric role in onboarding ensures that the buyers you depend on are satisfied and fully comfortable in using your product or service, and that they have everything they need to achieve their personal goals. But effective customer onboarding can be a complex process. To optimize your onboarding and turn one-time buyers into brand advocates, trust ServiceNow
ServiceNow Customer Service Management and related solutions apply the power and connectivity of the award-winning Now Platform® to automate requests, connect teams, expand on self-service options, and identify and resolve issues before they can turn into problems. ServiceNow onboarding workflows apply advanced automation solutions to connect customers and representatives, create tasks, collect forms and documentation, gather data, set up accounts, and more.
Streamline the onboarding process and give customers the easy, personalized interactions they crave. Learn more about customer workflows, and help your new customers find success with your business.