MANAGING in the

NEW WORLD

Onboarding of new customers is a tricky aspect. If not done well, they may look elsewhere. New customers require instructions which some prefer using documents, while others may prefer emails or webinars. Some of them are presented with business analytics in order to prove how good their purchase has been while many may not understand the same. Thus some methods have been highlighted to conduct the same. Pre purchase, some potential customers have been allowed free trials. Post purchase, some have been subjected to high touch point onboarding with lot of involvement from sales team while others have opted for low touch point onboarding as they do not approve of too much involvement. At times, the sales team keeps an administrator to help consumer address operational issues, but at other points the latter directly use the same. Onboarding can also differ where a new user has been issued instructions once at the very beginning as opposed to repeated communication each time new features are added.

Source: http://customerthink.com/the-mechanics-of-onboarding/

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