Onboarding Processes

Dan Cook

Are your onboarding processes different for your Enterprise/High-Value segment vs. your Mid-Market/SMB? If so, how do they differ?

Jordan Silverman

We use a similar onboarding process for all client sizes, just invest a lot more time and attention as you go upstream.

1) Every client has a dedicated CSM who they have a kick off call with
2) Every client uses our onboarding team to help them get the program populated
3) Every client follows our training process
- https://marketman.zendesk.com/hc/en-us/articles/360030507892-Our-Training-Schedule-What-to-Expect-

Key differences:
- SMB trainings are group trainings vs 1 on 1 for mid-market and enterprise
- Mid-market and enterprise have additional trainings based on goals and requirements

The second bullet is key. We have built a one size fit all for SMB and customize within the framework for larger clients.

We will continue to refine this, but we have found that having a process that loosely fits everyone is best practice. Then customize based on not only client size, but also client segment.