The Art and Science of Effective Customer Onboarding

The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity

The Art & Science of Effective

Customer Onboarding

Linda Schwaber-CohenHead of Training, Skilljar

@skilljar

Sara RobbaManager of Customer

Success, Skilljar

@skilljar


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Q&A at the end – ask your questions in the question box!

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About Skilljar

● Accelerate Product

Onboarding and Adoption

● Drive Customer Engagement

● Modern Training

Experiences

● Backed by Data

Agenda● Building an onboarding program

● Creating & revising content

● Engaging your audience

● Driving onboarding success

● Q&A


Customer Onboarding Is Important

Source: Preact


Poll Question

● Are you utilizing on-demand

customer onboarding?

○ Yes

○ No

○ N/A – we don’t currently onboard

customers


● Every Educational Services

summit participant

confirmed their customers

are asking for more digital

learning content

On-Demand Onboarding

Source: TSIA

Creating &

Revising

Content


● Popular help articles

● Popular topics for user

education support

tickets

Start With The Low-Hanging Fruit


Content Planning Map

Source: Skilljar resources


● LMS

● Webinar platform

● Video software

Use the Right Tools & Technologies

Building an

Onboarding

Program


3 Flavors of Customer Onboarding

Self-Service Low-Touch High-Touch



•Simple product

•Very high volume of users

•Freemium or low ACV

•B2C, Dev tools




•Simple product



•B2C, Dev tools

•Mild complexity

•Varied use cases

•Some friction in adoption

•SMB, small team users




•Simple product



•B2C, Dev tools

•Mild complexity

•Varied use cases

•Some friction in adoption

•SMB, small team users

•New product/behaviors

•Extensive implementation

•Many stakeholders involved

•Enterprise users


Skilljar

Onboarding

● Handoff

● Kickoff

● Soft launch

● Launch


The Handoff

● Align CS & sales

● Provide clear

documentation


The Kickoff

● Introduce yourself

● Discuss initial goals

● Review timeline

● What is your “MVP”?


A Sample Project Plan


The Soft Launch

● Get feedback from beta

users

● Launch with MVP


The Launch

● Training open to intended

audience

● Measure success & adjust


A Sample Onboarding Timeline

Engaging Your

Audience


Use The Right Mediums

● Online video will account for

80%+ of all consumer

internet traffic by 2020

Source: Cisco


Use The Right Mediums

● 59% of executives agree

they are more likely to

choose video over text

Source: MWP


Keep Content Short

● 56% of all videos

published are <2 minutes

long

Source: Vidyard


Keep Content Short

● Videos under 90 secs see

an average retention rate

of 53% vs. 10% for 30

min+ videos

Source: Vidyard


Keep Content Short

90%+ completion

rate on courses <15

mins


Poll Question

● How are you currently measuring

training engagement?

○ Registrations & completions

○ Audience reaction

○ Other

○N/A - we don’t have any metrics in

place yet

Driving

Onboarding

Success


Develop SMART Goals

● Specific

● Measurable

● Achievable

● Relevant

● Time-bound


Develop SMART Goals

● Where does your program

stand?

● Align with relevant

stakeholders


Establish Baseline Metrics

● Product adoption

● Customer churn & renewals

● Registrations & completions


Product Adoption

● Compare time spent in-

app and time spent in

training


Customer Churn & Renewals

● Sample calculation:

o Of X customers who

renewed/expanded,

what % took training?


Registrations & Completions

● This data provides insight

into:

o Topics of interest

o Marketing effectiveness

o Course length

optimization


A Benchmark for Success

5% increase YoY(# of completions / # of

registrations)


Key TakeawaysPrioritize popular content first

Align CS & Sales to streamline onboarding

Keep content short & engaging

Establish “the state of the state”


Q&A


Thank you for being here!

Software

The Art and Science of Effective Customer Onboarding