7 Powerful Strategies to Boost Post-Onboarding Customer Engagement
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Many companies invest significant time and resources to provide personalized onboarding experiences.
However, for some customers, often those with lower Annual Recurring Revenue (ARR), the onboarding step seems to never end.
They continue scheduling more meetings and returning to you as their Customer Success Manager (CSM) for additional guidance, even after the onboarding process is completed.
So, how can you best address this issue?
Here are 7 practical tips to enhance the post-onboarding experience for your customers:
1. Set Clear Expectations
One of the key strategies is to set clear expectations right from the beginning.
During the onboarding process, ensure you communicate well about the next steps and the transition from Customer Success to Support.
However, some customers may still be hesitant to shift from their preferred high-touch engagement (you) to working with support.
This is where you should have a "Go Live" document in place, or at the very least, a clear handoff process to support to make the transition easier.
Remind your customers that the support team is better positioned to handle any technical issues they may encounter in the future.
They should however keep you in the loop for major incidents, acting as an escalation point if needed.
2. Create a Digital Touch Customer Journey
For customers with lower ARR, consider implementing a "digital touch" customer journey.
This allows them to access resources and support at their own pace.
It will also help reduce the need for constant one-on-one sessions with you - and free up time so you can focus on high-value tasks.