Hey Chris,
So many great answers here! I'm going to break the rules and add more than one.
Here is my list of the most impactful changes, not in order of biggest impact, but in order of the journey:
The Impactful change by far was coaching the team to better understand the customers goals. We started with a What how Why framework but found this from Hubspot https://blog.hubspot.com/sales/gpct-sales-qualificationIts called GPCT. Without the full understanding of what the customers goal are, how they plan to achieve it, what challenges they have faced or anticpate facing and the timline they are on to achieve results we could simply not drive engagement with our product with out it.
I feel like a lot of what we read about is Processes and KPIs which are obviously immensely valuable but theres not ,much out there on how to coach and develop a relation with a customer, GPCT was an "AHA!" moment for my teams. Its so much easier to track value being delivered to the customer when you do a great job understanding why they purchased this. Yes Sales gets this info but typically they do it through BANT. which is only relevent to Sales. GPCT allows the onboarding team to truly quantify what success is to the customer which is why were all in business. Give it a read Hubspot does fantastic work with their CS department
Hi Chris,
We are just putting the finishing touches on releasing a Customer Effort Score survey at the end of our onboarding phase. By doing so, we hope to learn any areas of improvement that need to be made during onboarding as well as anything we are already doing well!Regards,
Daryl
Hi Chris -
We invested more in Roles and responsibilities between pre and post sales (including sales enablement). It was very clear that sales expectations and handoffs are the main causes for all the onboarding delays we have had.