How To Audit Your Onboarding Experience

Every new deal that closes or customer that signs up gives you a chance to test your onboarding experience. Auditing your own experience is a great way to identify areas to improve.

Try this. Ask yourself, when a new deal closes do we:

• Understand and document customers' goals for signing up
• Lay out a shared onboarding plan to ensure they are successful
• Send a personalized welcome video from their onboarding rep
• Verify that all information required for onboarding is in the CRM
• Get the sales & onboarding reps to meet up and share context
• Assign an onboarding rep immediately
• Share the first thing the customer needs to do
• Set expectations about how long onboarding will take
• Ensure your champion loops in their team members for onboarding
• Automate predictable and repetitive steps in the handoff process
• Notify sales & onboarding team managers of the new customer

How did you do? What other checks would you add?

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