For a Happier Customer Journey, Onboard Customers Faster
Getting a customer on board with you is just one part of the journey for that customer. But it’s hard to imagine a more important leg of the customer journey.
A customer journey is the total experience of a customer with a service provider. It can include getting on board with their supplier. Or requesting an upgrade. Or seeking ideas from other customers in the suppliers’ community forum. Whatever the part of the customer journey, the customer has certain goals and will respond with satisfaction levels according to the experience that they have.
The customer expects the service provider to keep up their end of the agreement. If the provider promises to have their end of the implementation ready by end of month, the customer knows to devote resources at the start of next month to expedite the next step.
Happier Customer Onboarding Means More Revenue
In a B2B context, the customer generally wants the service to take place quickly. The faster the journey finishes, the sooner the customer secures the value that they’re seeking. The customer will have an even higher level of satisfaction if their experience is better than expected. Along the way, when a provider delights the customer with an easy interface, clear and thorough training, or new ways to connect with a vibrant customer community, this remarkable customer experience will raise customer trust and satisfaction.
The customer will elevate satisfaction even more when they experience faster time to value (TTV). As a result, both customers and their providers highly value customer onboarding that is fast and simple. A study by McKinsey & Company found a 3% increase in revenue for every 1-point increase (out of 10) in customer onboarding satisfaction.
Make no mistake – for service providers, better customer onboarding means more revenue.
Integrations Are Vital to Customer Onboarding
When a customer gets on board with a service provider, they transfer large amounts of customer data between them. But it takes significant resources for service providers to build their own integrations. And when the integration is complete, they often cannot leverage that customized work for another customer onboarding.
Service providers soon discover that they need a fast, repeatable integration solution to help their customers achieve value – and for the providers to realize value for themselves. And when the monitoring and maintaining of those integrations can be turned over to an integration provider, you as a service provider can focus instead on maintaining relationships with your customers.
How a Service Provider Accelerated Onboarding up to 83%
Crossfuze (formerly Virteva), used fast, repeatable integrations – integration blueprints, if you will – to reduce customer onboarding time from 8-12 weeks to 2-4 weeks. Watch the video below to hear Matt Miller, VP of Delivery, explain:
Want to learn more about how service providers deliver customer value? Check out our series of tips and real stories.
Published Date: August 12, 2019