Reminder: most onboarding happens when you’re not in the room. It doesn’t matter if you have an onboarding CSM or a PLG experience…
January 20, 2023
Reminder: most onboarding happens when you’re not in the room.
It doesn’t matter if you have an onboarding CSM or a PLG experience…
So if you want to reduce time-to-value ask yourself this:
🤔 Can my customer make progress if we aren’t together?
(Generally, there is more progress they could make than we are enabling)
Imagine this common scenario:
CUSTOMER: Completes the action item we discussed on our kickoff call, at 4 PM and emails you asking what to do next.
YOU: Check your inbox at 8:30 AM the next day and reply with the next thing they need to do to make progress
CUSTOMER: Is out of the office and doesn’t see your message until the following week.
YOU: Are blocked from helping them make progress because you’re missing information they would have provided in that next step.
Maybe this scenario was unavoidable, but maybe they had blocked time from 4 PM to 5 PM to make progress on their onboarding and they got blocked after completing one task that took just a few minutes.
So how can we avoid delaying time-to-value unnecessarily?
The more you can enable customers to make progress when you’re not in the room…
…the more you can spend your time together understanding their problems and building a strategy to solve them.
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