Hello GGR community -
What do you have in place (if anything) when a prospect wants to buy your product but isn't interested in any kind of onboarding?
The customer's reason to the sales rep is " I've been through onboardings before and I don't feel like it's an efficient use of anyone's time- either you or my staff. I'd imagine the software is fairly user friendly. The only way for me to learn is to dive in and do it. I understand that you guys feel the onboarding process is the best path for long term retention, but I can tell you from experience that is not the case with my company. Our hope is that you can turn us loose on the software, save on some resources with your onboarding team, and if it doesn't work out it isn't too painful on either end. Let me know your thoughts."
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@Jarren Pinchuck thanks for taking the time to share your insights with me.
In addition to the great ideas already mentioned, here are some things I've done that have increased onboarding: - Join Sales calls when there's a 80-90% likelihood of closing so outline the resources provided during onboarding and offer customized recommendations based on that customer's use case.
- Have a slide that could be called "Skip onboarding at your own peril" that shares both the story and the data on how customers achieve more value long term.
- Share your onboarding CSAT scores with potential customers so they know other customers have vouched for the experience and didn't think it was a waste of time.- Make sure your onboarding journey fits your customer's needs. I found that we were offering too much to smaller customers. They were happier when we spent less time on communication planning (not as needed for smaller places) and increased the availability and flexibility of our product trainings.
Hope this helps!