Some people think the most important moment in the customer relationship is when they make the initial decision to purchase. But the period after the purchase, the onboarding phase, is what really establishes the customer relationship. What your organization does next could mean the difference between having a life-long customer or another churn statistic.
The onboarding stage is critical for retention because it’s when customers first experience your product. The customer quickly learns if it lives up to your brand’s promises and their expectations— and you can bet they’ll form an opinion quickly! That’s why you must help them learn to use all of your product’s features in a way that supports their business goals. It’s also when the customer starts interacting with your team regularly, so it’s crucial that you make a good first impression and help them realize value sooner rather than later.