On training remote CS teams, customer centricity, and internal onboarding metrics

Welcome to the sixth edition of The Ascent! In case you missed last month’s edition, you can catch up here. With each edition, we bring you three exclusive insights from our community experts, offering actionable guidance for navigating the complexities of the post-sales world. This month, we’re excited to explore how you can empower your remote CS teams, foster customer centricity, and track the right metrics for onboarding success.

Insight #1: Empowering remote Customer Success teams

Training remote Customer Success and Support teams can be a challenge. Learn from experienced leaders on how to effectively train and empower your teams for success, turning customers into champions and advocates for your product. Discover successful training methods, strike the right balance between practical and theoretical instruction, and ensure your teams are well-equipped to deliver high-quality service consistently. Click here to learn more.

Insight #2: Fostering customer-centric post-sale journeys

Building customer-centricity into your post-sale journeys is key to long-term success. Gain insights into lessons learned from seasoned CS professionals, best practices for onboarding, implementation, and more. Explore strategies for coaching customer-facing teams on soft skills, clear communication, empathy, and customer centricity, ultimately creating positive experiences that turn users into champions of your offering. You can read the entire piece here.

Insight #3: Optimizing internal metrics for onboarding success

Tracking internal metrics is critical for optimizing onboarding teams' performance. Discover essential metrics such as time to implement by customer segment, Onboarding CSAT, NPS post-onboarding, feature adoption rates, and more. Leverage data-driven insights to improve efficiency, streamline processes, and deliver exceptional experiences throughout the customer journey. To know more about the various onboarding metrics and how to measure them, click here.

Join the Preflight Community to delve deeper into these insightful discussions, learn from global leaders, and actively contribute to the conversation. Preflight is a vibrant community of over 3000 leaders and practitioners in customer onboarding, implementations, and Professional Services.

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