"Course laid in, Keptin!" – Pavel Chekov, Starship Navigator & Onboarding Expert
De'Edra Williams, MBA
I am a Revenue Architecture Customer Success leader who uses my strategic acumen & visionary swagger to help companies reach their revenue goals and their customers achieve their desired business outcomes.
Welcome back to "Star Trek: Boldly Going Where Few Customer Success Leaders Have Gone Before—But Where More Should in 2025."
In this series, we explore how the legendary crew of the Starship Enterprise embodies the #Prime #Directives of Customer Success and the customer journey.
So far, we’ve covered:
?? Captain James T. Kirk – The fearless Customer Success Leader, always putting the customer (or crew) first.
?? Spock – The ultimate Data Scientist, leveraging insights for strategic success.
?? Nyota Uhura – The master of Marketing Communications, ensuring seamless engagement across the galaxy.
?? Dr. Leonard “Bones” McCoy – The Customer Support & Advocacy backbone, keeping customers (and the crew) in top health.
?? Montgomery “Scotty” Scott – The Account Executive of Customer Success, bridging sales and CS to ensure mission success.
Today’s Focus: Pavel Chekov – The Navigator of Onboarding & Delivery Teams
The onboarding journey is often a customer's first real experience with a product or service—just like Chekov’s navigational skills ensure the Enterprise reaches its destination, a strong onboarding and delivery team ensures customers achieve success from the very start.
?? Why does onboarding matter?
?? 70% of customers say that understanding how to use a product properly is a key factor in their decision to continue with a vendor. (Wyzowl, 2023)
?? 86% of customers say they would remain loyal to a business that invests in onboarding and education. (Thinkific, 2023)
?? Companies with a strong onboarding experience see up to a 50% increase in customer retention. (Harvard Business Review)
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With statistics like these, it’s clear: onboarding is mission-critical to customer success.
?? What Can Onboarding Teams Learn from Pavel Chekov?
?? ?????????? ?????????????????? – Just as Chekov plots a safe and efficient course through space, onboarding teams define milestones and success metrics that guide customers toward value realization.
?? ??????????????-?????????????? – The galaxy is full of unpredictable anomalies, just as onboarding is full of unexpected challenges. When obstacles arise, a skilled navigator (or onboarding specialist) quickly adjusts the plan to keep things on track.
?? ???????????????? ?????????????????????????? – Chekov doesn’t operate in a vacuum (unless there’s a hull breach!). He’s in constant communication with the bridge crew—just like onboarding teams must regularly engage with customers, ensuring alignment and support at every step.
?? ???????????????? ???????????????????? – Whether tracking an approaching asteroid or ensuring a successful customer go-live, monitoring progress is key. Onboarding teams use customer health metrics, adoption rates, and engagement signals to ensure everything stays on course.
?? Boldly Navigating Toward Success
Pavel Chekov may have been a navigator on the Enterprise, but in today’s world, he’s an inspiration for Customer Success professionals who guide customers through onboarding and delivery.
Without a strong navigator, a starship drifts into danger. Without a strong onboarding experience, customers struggle to realize value.
? How is your team navigating the onboarding experience for customers? Share your thoughts in the comments!
#CustomerSuccess #OnboardingExcellence #CustomerJourney #StarTrek #BoldlyGoing
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Leader in Client & Partner Success | Scaling B2B SaaS Growth ?? | Go-To-Market Accelerator ?? | Giving Circle Community Builder?? | AI Enthusiast ?? | Cyclist ????♀?
3 周Another great field guide and wonderful perspective De'Edra Williams, MBA! Onboarding provides a valuable map to value driven adoption and creative course pivots to fulfill customer measurable outcomes. This is an opportunity to build trust and further "boldly" realize expansion.