Onboarding Matters

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Without a customer onboarding plan, businesses risk losing customers and future revenues. Onboarding is crucial in the customer journey, yet many B2B companies neglect proactive measures at the outset, leaving Customer Success teams to address issues reactively. This approach not only hampers team efficiency but also negatively impacts revenues and customer satisfaction. Effective onboarding leads to happier customers and employees, better solution adoption, and increased customer lifetime value. The author introduces the Orchestrated Onboarding(TM) framework, designed to transform onboarding from a missed opportunity into a competitive advantage. This resource offers practical tips and valuable insights for refining the onboarding process, making it essential for anyone invested in Customer Success. The book serves as a comprehensive guide for creating impactful onboarding programs, providing a step-by-step blueprint for achieving Customer Success from day one. It emphasizes that onboarding can determine whether customers thrive or churn, offering clear examples and resources for application within organizations. This is a vital read for professionals aiming to enhance their onboarding strategies.