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Mastering Customer Success

Making a good first impression is the key to success.  You do not get a second chance.  That is why it is so important for customer onboarding to be the most strategic step in your customer to consumer journey.

Steve Jobs once said, "Get closer than ever to your customer. So close, in fact, that you tell them what they need well before they realize it themselves."

User IQ can help guide you through the process of customer onboarding by following five simple steps which I will briefly break down.

Initial Contact - This step represents your first interactions with your new customer. At this point, it is important to make your customer feel welcomed and understand what your product can do for them.

Kickoff - This step is about making sure your customer has everything they need to get started. This includes login details, relevant documents to get started, They should also know what to expect from the process. You should be on the same page as your customer, as far as expectations, by the end of this step, along with agreed upon success metrics and how to achieve them.

Training - This is where your customer interacts with your customer success team while learning about all of the features you have to offer. Your job here is to minimize down time and help your customer realize relevant and valuable impact of success that you set up in the kickoff stage.

Adoption - User adoption is an important step. Once your customer sees the value of your product and how it helps them meet their desired needs, they will begin this step. It is important to stay proactive at this step and keep support at an all time high. Keep engagements targeted and explain advanced features at this point so that you customer can understand the full functionality of the support you will be providing. Be sure to get feedback and make improvements at this point. Be sure to address all of the customer needs and requests.

Microsoft has said that User adoption is the mental acceptance and use of new items in their lives. It can take place by a number of methods but predominantly address by the 'big bang' or the 'phased adoption.' 

Retention - Make your improvements and introduce any new features and changes at this step. At this point, make sure your customer realizes that needs change and they should stay subscribed on a monthly basis so that changes can be implemented during this ongoing process.

Remember, there are no shortcuts when it comes to retaining customers. The key is to build a strong foundation.

User IQ has all of the tools that you need to succeed.  Remember, happy customers spread positive remarks about your business.  They know this and want to help you succeed.