Revolutionize Your Customer Onboarding

Onboarding is no easy feat. With many different internal functions involved and so many customer touchpoints, there's plenty of room for error, including:

Mismatched expectations about responsibilities, timelines, and outcomes.
Underwhelming customers by overpromising and underdelivering on product experience and value.
Poor project management, resulting in missed milestones and delayed time to value (TTV).
Overservicing or underservicing customers.
Lack of processes and documents, resulting in delays and inconsistent experiences and outcomes.
Confusion around when onboarding starts, when it stops, and who is ultimately accountable.

Our Advice

Critical Insight

View onboarding as one step in a broader process that involves many functions across the organization. Onboarding is the most important step to ensuring successful long-term customer relationships next to sales. Working together to succeed in the early stages of the customer relationship is critical for retention and account growth.
Onboarding starts before the sale. Expectations for onboarding and outcomes of using the solution are set during the sales process before onboarding takes place.
Connect value delivery with customer goals. Planning value delivery linked to the reasons the customer purchased is the essence of strong onboarding.
Internal alignment and coordination is the absolute critical success factor of seamless onboarding.

Impact and Result

Understand current maturity, high-priority paint points, and opportunities for growth.
Improve internal processes, communication, and process efficiency and effectiveness.
Know where resources are needed to improve the onboarding process.
Develop recommendations for executable onboarding improvement initiatives.
Develop a target customer onboarding journey and executable process improvement initiatives that address top pain points and gaps.

Revolutionize Your Customer Onboarding Research & Tools

1. Revolutionize Your Customer Onboarding Storyboard – A step-by-step overview of how to benchmark new customer onboarding performance, develop a target customer onboarding journey, and develop initiatives and recommendations for improved business outcomes.

Make meaningful improvements to your new customer onboarding journey. This storyboard will help you understand current onboarding maturity and performance benchmarks, identify top pain points and critical gaps, and develop process improvements for a stronger customer onboarding experience.

2. Onboarding Diagnostic – Assess and benchmark your current onboarding performance and maturity.

This worksheet will help you assess your current customer onboarding performance and maturity and identify initial recommendations for improvement.

3. Onboarding RACI – Align on onboarding roles and responsibilities.

This worksheet will help you assign tasks and responsibilities for strong internal collaboration and coordination.

4. Onboarding Executive Presentation Template – Make the case for meaningful onboarding program improvements.

Use this presentation to present your findings and recommendations to executives.

Revolutionize Your Customer Onboarding visualization

Your playbook to get customers to value quickly.

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Table of Contents

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Assess Current State

Call 1: Scope requirements, objectives, and your specific challenges. Assess current onboarding maturity.
Call 2: Discuss onboarding process mapping and journey mapping.
Call 3: Gather feedback from internal teams and customers. Summarize overall themes, major pain points, and challenges of current process.

Guided Implementation 2: Define Target State

Call 1: Design target onboarding process. Develop goals and discuss RACI.
Call 2: Prioritize goals and develop initiatives for improvement. Determine needed resources.
Call 3: Finalize project plan and key actions.