Getting Onboarding Right: Putting in Place the Foundation

for Customer Success

About Me• VP, Customer Engagement, WalkMe.• Customer Hero 2015. Thank you Totango!• Current Trans-Global Executive MBA Candidate• Addicted to customer experience, your stories &

travel.• Let’s Connect on Twitter! @emiliadanzica

Agenda

• Customer Success Foundations

• Onboarding Stories:

• WalkMe• Royal Canin• Citrix

• Key Takeaways

• Questions

It’s the most important 1st step of the customer partnership

Why Is Onboarding the Foundation of Customer Success?

New Opportunities

ORThe beginning of the end

First 90 Days: Solutions Implemented @ WalkMe

Onboarding is Not Easy

Listen First, Pilot After

Build Credibility

Tools to Scale –Real-Time Help

Tools to Scale – Customizable Templates, Automation

Tools to Scale –Simplicity

Tools to Scale – Automated Surveys

• It’s okay to hold customers accountable to their commitments

• Customers want to share their onboarding experiences with you

• Honesty when things go wrong buys you another chance

Surprising Results

What I Would Have Done Differently

AmazingOnboarding

HappyCustomers!

=

• Customer Success - #1 Value

• Veterinary Partners

• In-person training – expensive,

not scalable

Royal Canin Canada is a leader in Health Nutrition for cats and dogs. Based in Guelph, Ontario.

Case Study: Royal CaninOnboarding Success = Company Success

Results

• Goal: Partner Auto-Enablement• Increase Employee Productivity• Real-time in-Portal Assistance• Shorter User training by 51%!

• Tracked & Identified top four actions for increasing users correlated to onboarding & conversion

• Guide them through with real-time self-service guidance• Make the task list simple• Add progress bar – think ‘Gamifying user experience’

The Citrix Enterprise Mobility Solutions division is a global leader in software solutions that power business mobility.

Case Study:How Citrix used an automated guidance system to Make Onboarding Easy

• A 100% increase in Conversion Rates

• Increased customer feature usage by 40% vs. control group

• Great onboarding = more stickiness, less likelihood to churn

Results

• If I could do it again: Onboard 5 customers in the current, painful way first• Use Tools: Simplify Onboarding, Self-Service• Pilot: 2-3 new processes, fail fast, move on• Credibility: build it first, show results, then announce• Customer Feedback: Gather Constantly & Use it to Make your onboarding better• Over communicate: Get your entire organization behind you!

Take-Aways/Lessons Learned

Q&A