Client Onboarding: How Not to Miss a Client While Transferring From Lead

If you want to create trust-based relationships with your customer as well as lay the basis for their retention and upsales, then the client onboarding process requires a working strategy. After all, you lose clients’ loyalty in case they don’t find what they are looking for in your product or don’t achieve the desired results.

It is important not only to show how to use the product but also to explain its values for clients’ business. It is your opportunity to retain the clients, get them interested in additional offers or give recommendations in case it is difficult to understand how to use a product.

Why should you pay attention to the onboarding process?

• Deliver product value. It also builds trust and encourages the client to buy regularly.
• By properly controlling the process at all steps of the client onboarding, you attract the clients and turn them into standing customers.
• Client onboarding helps expand the business and increase efficiency. Great work with customers and constant communication allow you to learn more about audience preferences and form a clear strategy for future deals.
• Each improvement in client onboarding has a positive impact on the level of product distribution as well as your company’s growth. Therefore, you need to keep current customers in order to make your business profitable.
• It is important to develop a strong view of the product or services at the early stages. It increases the probability of successful deals and improves your NPS (Net Promoter Score).

Tools promoting onboarding process

Email automation

Onboarding emails are automatic letters that are directed at introducing products or services to clients. Regular notifications remind of new opportunities and engage clients in interaction. Also, emailing helps answer all questions that the client may have or offer similar products depending on previous purchases. Use tools that allow you to send offers based on segmentation or the actions taken by your customers.

Follow-ups

Follow-ups remind the client of services or products, give them insights into their intended use or aimed to get feedback. It allows you to make a deal with the clients and provide a background for them to continue using your services. Follow-ups stand out for values they include about products. Thus, it motivates the customer to buy more by notifying them each time online.

Push mailing

By planning marketing campaigns, you can involve the client in communication gradually. This approach encourages the customer to make a purchase faster. Based on push mailing and its analytics, you can divide your customers into groups and make them special offers. It helps make the entire flow flexible and provide the most relevant information for each group.

Stages to improve the onboarding process

Constant communication

Communication with the customer shouldn’t stop after the purchasing products. You need to pay attention after this step too. Send useful materials to keep in touch with your existing clients. Thus, you attract the client’s attention and explain how to use the product, where to ask questions, or find feedbacks from other users.

Use the personalization methodology

49% of customers bought goods spontaneously due to individual recommendations from the company. Moreover, 44% of clients are ready to repeat the purchase after personalized customer journeys. Digital methodologies provide a huge range of services to create personalized content for your audience. For example, the automation of marketing emails allows you to send recommendations or product notifications depending on segment groups and their preferences by default.

Leverage advanced technologies enabling flexible collaboration

One of the key tools used to collaborate successfully is Customer Relationship Management (CRM) software. With built-in functionality, you can store all information about the client, overview previous purchases and interaction history, send messages or communicate via the common chat. It helps to create effective methods of customer engagement, record the steps taken and monitor the entire interaction chain at each stage of the deal-making.

Client onboarding is one of the most important processes of a successful business. Just think about it- 80 per cent of your future profits will come from just 20 per cent of your existing customers! Look at the whole process from the outside, identify those weak points in your sales funnel that need optimization and don’t forget to work on your collaboration plan tenaciously if you want to attract customers and meet their needs all the way through.