901 5 Steps to Successful Customer Onboarding
8:30 AM - 9:30 AM Thursday, March 29
Management and Strategy
Businesses understand that the faster customers see value from a product or service, the more satisfied they’ll be, and the more likely they are to renew a subscription or return to buy more. Despite this, many don’t understand how to properly train their customers at the start and ensure that they are giving them the right information at the right time. Furthermore, they struggle to implement processes that scale to support growth.
This session will provide a framework for developing a customer onboarding training program. This includes advice on creating an onboarding program strategy, tips on content strategy and creation, and discussion of distribution channels. You’ll also learn about key components of the customer training technology stack and the different investments that can help enhance the customer experience and accelerate time to value.
In this session, you will learn:
- The key components of a winning customer onboarding strategy
- How to prioritize content for onboarding customers
- Tips for managing and updating content over time
- What technology can help drive your strategy forward
Novice to advanced designers, managers, directors, and senior leaders (VP, CLO, executive, etc.).
Technology discussed in this session:
Webinar platforms, in-app notifications and messaging technology, walk-through wizards, and LMS technology.
Head of Training
Linda Schwaber is head of training at Skilljar. Her expertise lies in building and growing onboarding and training programs at software startups. After teaching for several years in K-12 and university settings, she shifted gears and began to develop programs to help customers adopt and see the value in B2B software purchases. Prior to joining Skilljar, a Seattle-based customer onboarding and training platform, Linda managed customer onboarding and enablement at Simply Measured, a social media analytics SaaS company.