When the topic is Customer Success, having the right team is important to show value to our customers and make your company grow. Here are some relevant points you should consider when bringing in new people to your Customer Success team.
The most important purpose of having an onboarding process for new clients is to help them take the first steps using your solution, in a way they can quickly remove technical barriers, see a first value and then be satisfied. See how we have structured our onboarding process at RD Station.
Have you ever heard about “user onboarding”? Some time ago this term wasn’t well-known, but now it is getting more and more common – especially in the SaaS companies universe. And then comes the doubt: “Should I care about user onboarding in my business as well?”
If you wish to achieve long-lasting customer relationships, there is only one way to succeed: by delivering success to them. As you probably know, your customers don’t want to buy your product, they want to buy solutions instead.
At first glance, it can seem strange to think about using Agile methodologies in a Customer Success team, but it actually makes a lot of sense — and all the difference.
With the restructuring, came the opportunity — and also the challenge — of building a new operational division at RD: the Onboarding team, which we lovingly call the Implementation Success Management team — and I decided to accept this challenge.