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The 2 customer training & onboarding frameworks
🎩 Customer: “Obviously this is a hat”
Modern teams that work on customer onboarding and success should be seen as revenue functions, as they enable revenue for customers that don’t know how to get value.
🔢 What is your north star metric?
1. Onboarding aligned with customer needs
🏥 Commercial health
Are your customers set up to renew or expand?
What things need to happen during onboarding to ensure you’re ready for this when the time comes?
Are you delivering business value?
Do you have an agreed way to measure qualitative and quantitative outcomes?
🔊 Customer sentiment
Do you and your customers agree on the right way to solve problems?
Are you able to support the way they wish to get help from you?
🤝 Key relationships
Are you actively nurturing champions and economic buyers?
Do you have nurture relationships with 2+ people in case someone leaves?
📋 Feature completeness
Does your product have the right features?
Does your roadmap align with customer needs?
⚙️ Technical health
Does your product work for the customers?
Does it have technical limitations that act as bottlenecks?
2. Onboarding aligned with the C.A.R.E framework
Convert: What training/education is needed to convert prospects?
Activate: What is an activated customer for you and what training/education is needed to get them there?
Retain: What knowledge do your customers need to stay with you?
Expand: How can customer education help with expansion?
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