"Let’s stop thinking of onboarding as a box to check and start treating it as the critical, strategic initiative it is." Ben just nailed it. ??
?? The Underrated Power of Customer Onboarding: It’s More Than Just a Checklist ?? Let’s talk about something that often gets overlooked: onboarding. We all know it’s important, but how often do we treat it as a strategic, revenue-driving phase rather than just a step to get through? Here’s the truth: Onboarding is where the first real value is delivered, and it sets the tone for the entire customer journey. Get it wrong, and you’re scrambling to catch up for the rest of the relationship. Get it right, and you’re setting the stage for long-term success. Here’s why investing in a strong onboarding experience is a game-changer: 1?? First Impressions Matter: The first few weeks are when your customers decide if they made the right choice. A smooth, value-driven onboarding process can reinforce their decision and lay the foundation for trust and satisfaction. 2?? Proactive Problem Solving: A robust onboarding process anticipates customer needs and potential roadblocks before they even arise. It’s not just about teaching your product—it’s about setting customers up for success from day one, minimizing churn down the line. 3?? Driving Engagement Early: Engaged customers are happy customers. Onboarding is your chance to connect, educate, and empower them to use your product fully. The goal isn’t just adoption; it’s creating champions who see your solution as essential. Let’s stop thinking of onboarding as a box to check and start treating it as the critical, strategic initiative it is. Because when onboarding goes well, everything else flows more smoothly—from renewals to upsells to advocacy. ?? If your CS team is working in HubSpot and you want to take onboarding seriously - take a look at what our friends at Arrows are doing! ------- I'm building a solution for teams managing existing business, equipping them with the data and tools they need to maximize revenue from their customer base directly within HubSpot. Follow me for insights on Customer Success and to stay updated on our product journey! #CustomerSuccess #Onboarding #CustomerJourney #CustomerExperience #RetentionStrategy