We Fucked Up...and killed an onboarding | Episode 5
Have you ever made an onboarding customer cry? Or churn on the same day of their kickoff call?...no? Well then you haven't quite fucked up like we have.In this episode, we break down the do's and the don'ts of onboarding, including:00:00:00 - Avoiding red flags in customer success00:01:11 - Onboarding mishaps to avoid00:03:16 - Trust but verify: handling sales handovers00:05:04 - Always have a checklist!00:05:50 - Preparation: knowing your client’s story00:07:04 - Quit pushing features & listen to priorities00:10:03 - Handling overwhelmed clients00:13:57 - Pause: Don’t monologue during calls00:16:01 - Setting clear expectations and next steps00:19:19 - Dealing with difficult clients00:21:53 - Treat onboarding like a first date00:22:27 - Key takeaways for effective onboardingAnd hey, we want to hear from you! What topics do you want us to tackle next? Reach out and let us know. Remember, we fucked up so you don’t have to.Connect with us!Melanie's LinkedIn: https://www.linkedin.com/in/melanie-faye/Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/Mentioned in this episode:Subscribe to The Segment!The tech news you need. ...and some you don't.SegmentAdvertise your brand with Lifetime Value MediaAdvertise with LTV