Welcoming a new customer
This e-learning course "Welcoming a new client" will help you to better master this topic in a professional context.
The aim of this course is to help you understand the impact of the first customer contact.
The examples, scenarios and case studies are designed to be easily transposable into different professional contexts and types of organizations.
Prerequisites
No specific prerequisites are required to follow this course.
Target Audience
Managers, HR managers and employees concerned with the topic of "Welcoming a new client".
Content
The course is structured into several complementary modules, combining theoretical input, practical exercises and interactive activities to facilitate the appropriation of concepts.
Training path
Providing effective customer service to build long-term customer loyaltyAn essential module to transform every new customer into a loyal customer.What if everything hinges on the first exchange?The welcome of a new customer…An essential module to transform every new customer into a loyal customer.
What if everything hinges on the first exchange?
The welcome of a new customer is not just a simple formality. It is a critical step, often decisive for long-term loyalty. In this module, you will discover how to make this moment a true lever for success, starting from the first days following the signature.
Follow this module alone or integrated into the complete path
This module can be followed independently or as part of the e-learning path “Customer Service & Customer Success,” designed to enhance the skills of Customer Success Managers in the SaaS sector.
In this module, you will:
• Become aware of the strategic importance of post-signature welcome
• Understand how to establish a relationship of trust from the start
• Identify the emotional and operational expectations of new customers
• Distinguish the factors of a successful onboarding to better activate them
• Integrate loyalty mechanisms from the first point of contact
This module is for you if you are wondering:
• How not to miss this crucial first exchange?
• What attitudes and postures to adopt to create a memorable first impression?
• How to structure your approach to lay the foundations for a solid partnership?
• Why do some customers engage… and others churn right from the start?
• What mistakes to avoid during the initial welcome to secure the relationship?
Learn to welcome not just to tick off a step, but to establish a lasting, proactive, and success-oriented customer relationship.
Effective strategies for a successful onboardingA module to lay solid foundations in the SaaS customer relationshipWhy do some onboardings succeed where others fail?Because it all starts with a clear…A module to lay solid foundations in the SaaS customer relationship
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 avoid false starts and build a relationship of trust with your new customers from the very first interaction.
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 onboarding to structure an impactful onboarding process aligned with business objectives.
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,” to professionalize your teams across the entire customer management cycle.
Techniques for effectively welcoming customers in a businessThis essential module reveals concrete techniques to transform every first client contact into a true loyalty opportunity.Master the art of welcoming a new client…This essential module reveals concrete techniques to transform every first client contact into a true loyalty opportunity.
Master the art of welcoming a new client in a trust-building dynamic, establish a lasting relationship from the very first exchanges, and optimize your onboarding processes with proven advice from the field of Customer Success.
What you will experience in this module:
• Interactive role-playing: practice managing a first client exchange right from the contract signing.
• Concrete methods: discover the tactics that make a difference during the initial welcome.
• Common mistakes to avoid: identify the pitfalls to steer clear of to secure the relationship.
• Practical advice: leave with tools that can be immediately applied in your exchanges.
This module can be taken independently to enhance your skills starting today, or integrated into the complete Customer Service & Customer Success pathway, specially designed for Customer Success Managers in a SaaS environment.
Who is this module for?
• Anyone in charge of onboarding or post-signature client relations.
• Customer Success Managers looking to professionalize their first interaction with new clients to maximize their engagement.
Why is this module a must-have?
Because the quality of the initial welcome determines the success of the entire client journey. Knowing how to ask the right questions, clearly present the next steps, and establish a trusting relationship is not innate — it is learned, and this module is the key.
Adapting customer service to the needs of the clientele according to the contextE-learning training module – Available individually or integrated into the "Customer Service & Customer Success" pathwayDo you welcome your new clients in the same…E-learning training module – Available individually or integrated into the "Customer Service & Customer Success" pathway
Do you welcome your new clients in the same way every time? It’s time to adapt your approach.
The first few minutes are crucial. This is where the client relationship is created or weakened. This module allows you to learn how to adjust your posture and interactions based on various client profiles (SMEs, large accounts, novice or expert users) and specific onboarding contexts (urgent projects, multitasking clients, phases of stress or enthusiasm).
With this module:
- Enhance the quality of your client welcome from the very first interaction
- Adapt your questions and answers according to the signals you identify
- Cultivate your relational agility to guide your clients, even in complex situations
- Practice with three interactive scenarios inspired by the daily life of CSMs
- Quickly create a climate of trust to initiate a smooth onboarding
This module can be taken independently for those who wish to improve their relational skills immediately, or integrated into our complete "Customer Service & Customer Success" pathway for a structured and comprehensive skills enhancement.
Master quiz - Welcome a new clientFinish your training on a fun and stimulating note with this interactive module in the form of a quiz... just like on television!Explore the…Finish your training on a fun and stimulating note with this interactive module in the form of a quiz... just like on television!
Explore the world of Customer Service & Customer Success in an immersive challenge inspired by major TV games. Whether you are following the complete path dedicated to welcoming a new client or just want to test your skills, this mega revision quiz is perfect for consolidating your knowledge in a memorable way.
The concept:
You must answer 15 progressive questions related to Customer Success. Each correct answer brings you closer to victory... but the pressure mounts at each stage!
3 safety levels ensure you secure your points at certain stages:
- 3rd question: the first level
- 7th question: the intermediate level
- 11th question: the last level before the final
3 strategic jokers are at your disposal to help you reach the top:
- 50/50: two wrong answers are removed
- Call an expert: receive a relevant hint
- Network opinion: see the answer chosen by other players
Why take this module?
- To check your knowledge in a fun and motivating way
- To anchor the key points of the “Welcoming a new client” path
- To challenge your responsiveness and field mastery before your next missions
An independent or complementary module
This quiz can be taken:
- Independently, to train quickly and effectively
- As part of the complete path on “Customer Service & Customer Success”, consisting of 6 modules designed to help you progress step by step in the art of welcoming, guiding, and retaining your SaaS clients.
Target audience: Customer Success Managers in a SaaS environment looking for efficiency and impact from the very first client interaction.