what is guided customer onboarding?
Guided customer onboarding, also known as GCO, is a process in which a company or entity guides a new customer through the process of registering or purchasing a product or service. This process may include information about available products or services, the collection of customer information, and the completion of the registration or purchase process. The goal of guided onboarding is to ensure that the customer has a satisfactory buying experience and that the company can collect the information necessary to complete the purchase process.
Guided customer onboarding relates to the buyer 's journey. The buyer's journey is the process through which an individual goes from being a stranger to becoming a customer. This process generally consists of three stages: recognition, consideration and decision.
Guided customer onboarding focuses on the last stage of the buying process, specifically the process of registering or purchasing the product or service. It is important to guide potential customers through this stage to ensure that the process is as easy and straightforward as possible, and to help customers make an informed decision about whether the product or service is suitable for their needs.
why is this process so important?
A positive onboarding experience is essential to retaining and delighting more customers. By ensuring customers understand and get value from your product, you will be confirming that they made the right decision in choosing your company and helping to retain them. Some customer onboarding best practices may include: providing clear and detailed guidance on how to use your product or service; offering customised training and ongoing support to help customers get the most value from your product; setting clear goals and measuring customer progress to ensure they are getting the desired value; providing an easy and intuitive user experience to help customers navigate your product or service; tailoring a custom onboarding experience to meet each customer's specific needs.
The key to successful guided customer onboarding is a combination of several factors, including:
- Communicating clearly and effectively with the customer to understand their needs and objectives.
- Providing a high quality and personalised service to meet the client's needs.
- Creating a detailed action plan and setting clear goals to measure the progress and success of the onboarding process.
- Provide ongoing follow-up and support after onboarding to ensure customer satisfaction and continuity of the business relationship.
Three main benefits of guided customer onboarding:
- Deliver world-class inbound services: Guided onboarding allows companies to deliver exceptional customer service through an automated process. This can help increase customer satisfaction and increase brand loyalty. Delivering world-class inbound services is one of the key benefits of guided customer onboarding .
By having a partner manager who specialises in the use of tools such as HubSpot, it is possible to offer exceptional inbound services to customers. The partner manager will help maximise the use of HubSpot's tools and functionality, and ensure that customers are using the platform effectively to achieve their goals.
In addition, the Partner Manager is able to provide strategic guidance and will help customers measure performance and return on investment.
- Create repeatable and expandable processes: By automating the onboarding process, companies can create processes that are easy to replicate and scale. This can help reduce costs and increase efficiency in the customer onboarding process. As a company grows as a HubSpot partner, it is important to understand the key advantages of implementing the platform from the beginning, so that inbound service agreements can be easily incorporated as the business expands .
By automating the customer onboarding process using HubSpot, processes can be created that are easy to replicate and scale, allowing companies to increase efficiency in the customer onboarding process and reduce costs associated with the process.
In addition, by having repeatable and scalable processes, it is possible to expand the business efficiently, offering inbound services to a larger number of customers.
- Generate consistent revenue: By automating the onboarding process, companies can improve their ability to capture and process lead information. This can help generate consistent revenue through increased sales and customer retention. By automating the customer onboarding process and ensuring that customers are using the platform effectively, companies can improve their ability to capture and process lead information .
This can help generate consistent revenue through increased sales and customer retention. HubSpot partners' average retention rate is nearly 87% of their customers, demonstrating that with a good guided onboarding process it is possible to retain a large percentage of customers and generate consistent revenue.
A retention agreement is a valuable strategy to maintain these high standards and ensure that customers get a return on their investment in using the platform.
In summary, guided customer onboarding is a valuable strategy for companies as it allows them to deliver world-class inbound service, create repeatable and expandable processes and generate consistent revenue. A proper customer onboarding process is essential to a company's long-term success. It sets the tone for the ongoing customer relationship and increases customer lifetime value (LTV), reduces churn and turns new users into raving fans.