We already know that an onboarding experience consists of the process of accompanying and advising customers during the buyer's journey. In our blog article, we discussed the reasons why it is important to carry out this strategy, as well as its benefits. Now we want to understand how this strategy works.
Guided customer onboarding is a process in which a company guides new customers through the process of registering and setting up their account. This can include steps such as verifying the customer's identity, setting up account preferences, and configuring payment methods. The goal is to ensure that the customer has a smooth and easy experience when starting to use the company's products or services, and may include support from a customer service representative.
We differentiate seven steps that can be categorised into three main stages: fundamentals, implementation and review. It is paramount to start with the fundamentals as the first step in the inbound retention agreement. This includes aligning the customer's goals and expectations, setting up their portals and establishing their marketing and sales processes. Once the fundamentals are complete, the various HubSpot hubs can be implemented for the customer. The last stage of guided customer onboarding is the review. It is important to show customers the results of all work done through reports and portal audits. This will help identify opportunities to improve customer performance in the future and ensure that the company's expectations are met.
4.Immediate benefits: At this stage, immediate benefits are provided to the customer to help them start using the company's products or services. Customers go through a phase known as purchase validation during the first 90 days, where they evaluate the initial perceived impact of their purchase. The Inbound methodology can take time to pay off, so it is important to implement immediate benefits as soon as possible to avoid customer regret. This will allow them to see immediate value for their investment and help ensure that the customer is satisfied with their purchase.
5.Strategy Execution: At this stage, specific strategies are implemented to help the customer get the maximum benefit from the company's products or services. Once the customer has perceived the value of the immediate benefits, it is important to work with them to implement HubSpot's various hubs, such as Inbound Marketing, to help them launch their first campaign. It is important to ensure that the customer is using sales enablement tools, such as templates and meetings, correctly to improve the productivity of the sales teams. This will help ensure that the customer gets the maximum benefit from the company's products or services and that the company's expectations are met .
7.Portal Audit: This stage focuses on reviewing the client's portal and ensuring that all functionalities are working properly. This may include a detailed review of configurations, integrations, campaigns, reports and existing portal content. It may also provide a review of the client's objectives and goals to ensure they are being met and to identify opportunities to improve performance in the future. At the end of the audit, it is important to provide the client with a detailed report of the findings and recommendations for improving their performance .
We must remember that once the seven steps of customer onboarding have been completed, it is necessary to follow a cyclical approach to maintain success in the use of Inbound Marketing. Continue to monitor and continually improve the processes and strategies implemented to ensure that the client continues to get value from their investment and achieve their goals. To ensure the loyalty of the relationship and maintain sufficient attention, it is necessary to be on hand with the client, new and existing loyal customers. This may include regular review sessions, ongoing training, technical support and assistance in the implementation of new strategies.