Fix the balance between tech vs. human during onboarding

I believe it’s easier to get at what customer onboarding should be by identifying frankly, what it shouldn’t be. The sophistication and comprehensiveness of each organization’s onboarding motion exists somewhere on a spectrum.

As a customer success leader, I can’t emphasize enough the importance of having a solid onboarding process for new Customer Success Managers (CSMs). Just like we strive to deliver an amazing experience for our customers, setting up our employees for success from day one should be a top priority.

Inefficiency within your organization can cost your business as much as 20–30 percent of your yearly revenue. That’s a lot of income left on the table due to not being efficient—and in today’s economy, who can afford that?