The Basics of Good Onboarding
A module to lay solid foundations in SaaS customer relationships
Why do some onboardings succeed where others fail?
Because it all starts with a clear understanding of roles, customer expectations, and key steps after signing. This module gives you the keys to avoiding false starts and building a relationship of trust with your new customers from the very first exchange.
Whether you are a Customer Success Manager in a SaaS environment, a trainer, or a customer relationship manager, this module allows you to master the fundamentals of post-sales customer reception to structure an impactful onboarding aligned with business challenges.
What you will learn:
• The strategic role of onboarding in the customer lifecycle
• The moments of truth not to be missed after signing
• The key models of modern Customer Success
• The positioning and responsibilities of the CSM from the beginning of the relationship
• The implicit & explicit expectations of a new SaaS customer
This module can be taken independently or as part of the overall “Customer Service & Customer Success”, in order to professionalize your teams throughout the customer management cycle.
