customer on-boarding in practice
Post on 22-Nov-2014
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CUSTOMER ON-BOARDING IN PRACTICEErik Frisk @erikfrisk / ef@erikfrisk.com
KnowLikeTrustTryBuyRepeatRefer}ON-BOARDING
In the next 20 minutes...
•Me and what I do
•Dealing with customers
•“Deliverable Product”•The on-boarding team
B2B (Enterprise)
SaaS
Exploration adventure!
BURNINGISSUES3
1 CUSTOMER ENCOUNTERS
EXPECTATIONS
Managing
Understanding
GET PERSONAL
2“DELIVERABLEPRODUCT”
Can your -reps , without the aid of a developer?
sales/support/deliver
y
upgrade a customer account/do customer-speci!c integrations
CHAMPION THE“DELIVERABLEPRODUCT”
3 THE ON-BOARDING TEAM
CUSTOMER PERCEPTION = REALITY
2 types of people ̶>
RELATIONSHIPPEOPLE
Get personal
Championing the “Deliverable Product”
CROSS-COMPETENCE
PROJECT MANAGERS
•Grab a coffee with a customer
without an agenda
•Schedule a workshop to question if
your product is deliverable
•Pinpoint your “relationship people”
and your “champions of delivera
ble
product”
Takeaways
Erik Frisk @erikfriskef@erikfrisk.com
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