Onboarding Processes

Dan Cook
Dan Cook Member Posts: 5 Seeker
Are your onboarding processes different for your Enterprise/High-Value segment vs. your Mid-Market/SMB? If so, how do they differ?



  • Pam Micznik
    Pam Micznik Member Posts: 50 Expert
    5 Likes Name Dropper First Comment Photogenic
    edited November 2020
    And how do these processes differ if your customer base is for small businesses. (Small businesses can differ significantly to even medium sized businesses.) What do you do for solopreneurs/ tiny organizations?
  • Jordan Silverman
    Jordan Silverman Member, CS Leader Posts: 109 Expert
    First Comment 5 Likes Photogenic First Anniversary
    edited November 2020
    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.
    Jordan Silverman
    (914) 844-5775