Welcome to Part VII of the Customer Onboarding Tips series. In part VI, we discussed the importance of showing flexibility in your implementation plans, customer effort levels, and quarterly reflection meetings.
In this installment, we’ll learn why you should have an Onboarding Enablement Package, Onboarding Business Reviews, what hyper-care can do for your customers, and more.
Let’s jump straight in!
When we recently looked back at some of our most successful implementations and rollouts with customers, we noticed a pattern. In addition to what we did as part of our onboarding, these customers had done their own internal change management intentionally and effectively.
One of the learnings from these examples is that these customers put together some great internal wikis, a bunch of thoughtful emails, messages, etc., promoting the change. These wikis contained links to their own decks on their decision-making, pages introducing Rocketlane, introducing the benefits and value, as well as links to all our training material, call recordings, solution articles, etc.
This led to better buy-in and communication with their team, as they could all find this content easily in those internal wikis at any time and figure out how to access the Rocketlane academy, our articles, and the best practices session we did for them. If someone missed a meeting on why they chose Rocketlane, they could see the wiki page on the expected benefits and value to their company.
So this tip is essentially about creating Onboarding Enablement material for your customers' change management or operations teams. You can facilitate better change management for every customer by providing them with the material they need the most:
So put together your Onboarding Enablement content and share your experiences, feedback, or other ideas with us at email@example.com!
Unless you are a very early stage product, SaaS products can get pretty complex or loaded with features over a period of time, making it hard to cover every element of your product capabilities while training a user during onboarding. Of course, we also know how all our attention spans in Zoom meetings have dwindled, and it's hard for people to process and retain too much information from a training session.
So how do you do a more effective training session during your onboarding?
If the customer's team is small, say five to ten people, it's easier to do an interactive session, get them all on video, discuss their day-in-the-life, and show them how they can accomplish the same activities on your tool.
For teams with more than ten members, here's our recommendation to right-size your training:
As we shared in Onboarding tip #21, you can create mini videos and walk users through them.
Make sure to showcase your top three "wow" experiences relevant to the customer:
The goal should be to get people excited to use your software, see how their daily experience improves, and get comfortable doing their core work using your product. You don't need to think through all corner cases - just ensure the team knows how to reach your support if they need additional help while using the product.
Anything else you do that makes your training more effective during your customer onboarding journeys? Tell us at firstname.lastname@example.org
This is not new for folks following Rocketlane or Preflight, but we realized that we hadn't covered this one in our series of Onboarding Tips. This tip concerns the importance of including an OBR, an Onboarding Business Review, at the end of your onboarding process.
We all know QBRs and how CSMs use them to align on the customers' key goals, discuss adoption, showcase ROI, and opportunities to unlock more value. We also know EBRs with the top executives on both sides - which are more high-level, focussed on affirming alignment between the customer's goals and vision and your own as a company, showcasing your product vision, the partnership status, ROI, and discussing the future of the partnership.
And then there are OBRs - which are not as common as QBRs and EBRs.
I came across OBRs sometime in 2020 when Aditya Maheshwari talked about them in one of our Preflight sessions. We also had Aaron Thompson talk about this at length at Propel 22.
Onboarding Business Reviews are meetings you do just as you exit the onboarding with the customer. The idea is the review the partnership so far and set the path and priorities for post-onboarding success.
Some key elements that can go into the OBR:
Want to learn more about OBR? We have two resources for you:
Have other inputs for us? Join Preflight and start a conversation with the larger implementation and onboarding community.
This is quite common for folks working with enterprise customers, yet we see many companies hand off to support and success immediately after going live.
We also see companies do hyper-care but not have it called out as a phase of their onboarding. There's more to gain than lose when you have an explicit phase defined for hyper-care. Let's understand why.
Do you do something different or unique during your hyper-care phase that you want to share? Tell us at email@example.com.
This tip is based on the conversation I had with Jan Young a while back.
Many of us are familiar with SMART as a tool for goal setting. Yet, we probably don't think of all the places where we can apply this. Goals shared at your onboarding kickoff should also be SMART - these are the goals you are setting to accomplish together in this vendor-customer partnership.
If you set SMART goals, you can easily verify if you were successful in achieving the goals, and everything about the goals is unambiguous.
For those who aren't familiar, SMART expands to "Specific, Measurable, Achievable, Realistic, and Timely." Here's an excellent post from Hubspot about how to set them with examples.
In addition to being SMART, for your customer onboarding to succeed and have the right priority, make sure each of the goals ties back to the corporate objectives in some way so that you can see and measure how they deliver value for the organization.
That concludes this edition of the Ultimate Onboarding Tips series. If you have any thoughts or feedback, do write to us at firstname.lastname@example.org