Observations we’ve made about how teams can build and scale customer onboarding in their CRM to improve performance over time.
March 31, 2022
In this article we’re sharing some observations we’ve made about how to build and scale your onboarding process based on our own extensive research with onboarding teams while building Arrows and our team’s own experiences building onboarding programs.
Onboarding performance tends to decrease and onboarding’s fail more often overtime because products and customer needs get too complex for their process.
A team building their onboarding process in a CRM tends to have less gaps in the experience for customers and maintains visibility into performance.
Onboarding teams that build a well defined process in their CRM will improve onboarding performance and their ability to scale.
A team that struggles to scale onboarding almost always does so because it is fighting duct tapped processes and inefficient uses of human time. It spends a lot of time manually updating customer information, sending email reminders, and . You can build a successful onboarding program without using a CRM but it’s much harder to scale.
Running your onboarding process in a CRM brings more robust functionality for internal teams to manage their efforts and out of the box features designed for running an outcome driven process (usually for sales). With a unified view of all your customer interactions - from initial sales discovery to closed won and handoffs to onboarding and beyond – onboarding can stay focused on helping customers achieve the outcomes they signed up for instead of repeating and recapturing the same details at every step.
Investing in building a defined onboarding process in your CRM leads to a more streamlined experience for your team, more cross-departmental collaboration, and ultimately better outcomes for your customers even as you scale.
The best way to look at this is to consider the individual components of building a customer onboarding program.
Check out our guide on scaling onboarding in your CRM with HubSpot Deal Pipelines
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