The 2 customer training & onboarding frameworks
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🎩 Customer: “Obviously this is a hat”
Modern teams that work on customer onboarding and success should be seen as revenue functions, as they enable revenue for customers that don’t know how to get value.
🔢 What is your north star metric?
1. Onboarding aligned with customer needs
🏥 Commercial health
Are your customers set up to renew or expand?
What things need to happen during onboarding to ensure you’re ready for this when the time comes?
🔚 Outcomes
Are you delivering business value?
Do you have an agreed way to measure qualitative and quantitative outcomes?
🔊 Customer sentiment
Do you and your customers agree on the right way to solve problems?
Are you able to support the way they wish to get help from you?
🤝 Key relationships
Are you actively nurturing champions and economic buyers?
Do you have nurture relationships with 2+ people in case someone leaves?
📋 Feature completeness
Does your product have the right features?
Does your roadmap align with customer needs?
⚙️ Technical health
Does your product work for the customers?
Does it have technical limitations that act as bottlenecks?
2. Onboarding aligned with the C.A.R.E framework
Convert: What training/education is needed to convert prospects?
Activate: What is an activated customer for you and what training/education is needed to get them there?
Retain: What knowledge do your customers need to stay with you?
Expand: How can customer education help with expansion?
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See you at the next one,
Akis 👋