A success plan is a single place to capture customer goals and your approach for reaching them. The plan is a document that includes best practices and quick wins while addressing gaps and risks.
It’s not enough to hope leaders notice all the hours you and your team strive to onboard and enable customers. Most likely, management doesn’t fully understand what you do all day, nor the greater impact you have on the business. So, you need to tell them.
During onboarding, it’s critical you combat the challenges of first impressions, buyer’s remorse, and prospection because how you start with a new customer may determine whether they renew or they churn.
During onboarding, brain science comes into play in three areas: first impressions, buyer’s remorse, and cognitive closure. While I’m no neuroscientist, I’m excited to share with you the impact onboarding has on long-term customer relationships.