There’s always room for improvement in your customer onboarding experience. Onboarding has been mostly a reactive process for SaaS businesses. What customers need are more proactive onboarding teams.

In this Gainsight Pulse talk, Rocketlane's co-founder and CEO Srikrishnan Ganesan shares ten areas of your onboarding process that you can improve right away. In under 15 minutes, you’ll learn how to:

1. Craft an effective onboarding plan
2. Make customer onboarding better overall
3. Take your existing onboarding journey to the next level
   

Discussion/Reflection Questions

Nothing like taking the time to reflect/debrief on what you’ve learnt!

Here are some prompts that can get you started on applying these tips to your onboarding methodology.

1. Does your onboarding team adhere to your onboarding process? If not, which tasks/activities are skipped most?
2. Do your customers display accountability during their onboarding?
3. Where in the onboarding process do your customers need multiple follow-ups?
4. Can your onboarding projects have value-based goals? What would they look like?
5. Can you segment your customers based on their needs, tech-savviness, industry expertise, size, etc.?
6. How can you get your customers to prioritize their onboarding if they are juggling multiple priorities?
7. Pick a past onboarding project. How would things have played out differently if you’d applied the 70:30 rule?
8. Have an upcoming onboarding project? Can you incorporate a pre-kickoff meeting?
9. Can you have first value delivery as a goal? What would that look like?