One thing you can do is immediately send a welcome packet or email after the proposal is submitted. You’ll also have to eliminate uncertainty where possible to prevent buyer’s remorse. Now, the hand-off has happened, and you don’t want to lose any momentum built during the sales process. The proposal was sent, they signed on the dotted line, and perhaps they even made their first payment. ![]() These are all vital details to discuss and nail down early on in the collaboration process. They should be spelled out for the client before work begins. The scope and the deliverables should be based on the client’s goals and what your company can realistically achieve. When crafting a proposal or service contract, the terms of the agreement should be clearly defined. In many cases, you’ll have to find a happy medium between what the client wants to achieve, what resources they have available, and what your team’s time and efforts will allow for. In this initial discussion, it’s important to gauge goals, expectations, and ideal outcomes for a project, and then discuss how you’ll work together to make them actionable and achievable. What do they want to achieve? What numbers do they want to impact? Your rep should also discuss the client’s big-picture ideas for your first campaign or project together. The last thing you want is to have miscommunication or lack of transparency after work commences. They should also be getting crystal clear about the prospect’s pains and conveying to them how your product or service solves it. Here are a few steps to ensure success with the post-sale hand-off: Identify customer pains and solutions.ĭuring the course of the sales qualification, your rep is determining if the prospect is a good fit for you and has a need for your services. Your sales reps should be setting expectations and performing tasks with onboarding in mind. How to Onboard New Clients Pre-Onboarding It’s time to think about how to get your client relationships rolling. Without that strong foundation, your relationship will crumble. When you can hook clients, and build trust, you'll create a strong foundation for a future relationship with them. ![]() The client onboarding process is simple, but it works. The onboarding stage is a rarely overlooked, but often underutilized part of the sales process. The goal of this process is to assure the client that your team will carry out the promises it made during the sales process. The client onboarding process establishes a customer relationship through pre-onboarding, after-signing communication, a kick-off call, a post-kick-off meeting, and SLA development. 6 New Client Onboarding Best Practices Recommended Resource: Free Onboarding Templatesĭownload the Templates What is the client onboarding process? But what should the process for client onboarding be? And where do you start? A free onboarding template can help, download the one below for free. These insights about client onboarding should inform your process. You'll encourage repeat purchases: When your customers are happy, engaged, and have positive experiences with your business, they're more likely to make repeat purchases.Customer onboarding exists to ensure they understand all the options available to them as a customer. You can preempt customer churn: One of the biggest reasons customers churn is because they don't see the value in the product or service they purchased.It's a deciding factor for customers: UserGuiding reports that 63% of customers consider the onboarding process when making a purchase.Still not convinced? Here are the top reasons client onboarding is top of mind for many companies. ![]() It's a part of the purchasing decision that many customers weigh heavily when signing a deal. Client onboarding is a process at the intersection of customer service and sales with the purpose of transitioning them from the sales process to being a successful, informed, and satisfied customer.Ĭustomer onboarding is much more than a series of follow-up meetings asking the client if they're happy with their purchase.
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