What are the essential touchpoints for effective onboarding?

1 Welcome email

The welcome email is the first touchpoint after the contract is signed, and it should be sent as soon as possible. The purpose of this email is to thank the client for choosing your service, introduce yourself and your role as the account manager, and provide a brief overview of the onboarding process and timeline. You should also include any relevant information or documents that the client needs to review or complete, such as a questionnaire, a checklist, or a login link. The welcome email should be friendly, concise, and clear, and it should end with a call to action to schedule the next touchpoint.

3 Progress update

The progress update is the third touchpoint, and it should be delivered at regular intervals throughout the onboarding process. The purpose of this touchpoint is to keep the client informed of the status and achievements of the project or service, highlight any challenges or risks, and solicit feedback or input. You can use different formats and channels for this touchpoint, such as email, phone, video, or dashboard, depending on the complexity and duration of the onboarding process. The progress update should be timely, accurate, and transparent, and it should end with a confirmation of the next touchpoint.

4 Training session

The training session is the fourth touchpoint, and it should be conducted before the completion of the onboarding process. The purpose of this touchpoint is to educate the client on how to use your product or service effectively, demonstrate its features and benefits, and answer any queries or concerns. You can use different methods and tools for this touchpoint, such as webinars, tutorials, videos, or manuals, depending on the nature and scope of your product or service. The training session should be customized, practical, and comprehensive, and it should end with a request for feedback or evaluation.

5 Launch email

The launch email is the fifth touchpoint, and it should be sent after the onboarding process is completed and the client is ready to use your product or service. The purpose of this email is to congratulate the client on reaching this milestone, remind them of the value and outcomes they can expect, and provide any additional resources or support they may need. You should also include any relevant information or details about the billing, renewal, or cancellation policies, as well as the contact information of the customer service or technical support teams. The launch email should be celebratory, reassuring, and helpful, and it should end with an invitation to the next touchpoint.

6 Review meeting

The review meeting is the sixth and final touchpoint of the onboarding process, and it should be scheduled within a month of the launch email. The purpose of this meeting is to assess the performance and results of the project or service, gather feedback and testimonials from the client, and identify any areas of improvement or opportunities for upselling or cross-selling. You should also use this meeting to thank the client for their collaboration and trust, and to transition them to the next phase of the account management process, such as retention, growth, or advocacy. The review meeting should be strategic, analytical, and proactive, and it should end with a clear plan of action for the future.