The Value-One Approach in Customer Success

According to #neuroscience when customers finalize a transaction & enter the onboarding process, their ??s usually go into a state of fear. They start questioning their decisions, worrying about the potential impact on their status and job security if things don't go well - a state of "#buyersremorse" as they call it.

In this context, #onboardingexperience plays a crucial role in customer success by wiping all the anxiety and instilling a sense of calm in the client. The How-To? - "The Value-One/Value-First Approach" ?

Onboarding is the foundation for a successful #customerjourney & during this crucial stage customers form their initial impressions, develop expectations, and evaluate the value proposition of a product or service (you know what they say, you can't change that first impression, right? ??)

There are three types of Value One - brings three dimensions to how the value is perceived:

By adopting a "Value-One" mindset during onboarding, organizations can effectively communicate and demonstrate the unique value they offer to customers.

1. Building Trust: Customers want to feel confident that their investment will deliver tangible benefits. By prioritizing value in customer success, companies establish trust with their customers, assuring them that their success is the top priority. This trust forms the bedrock for long-term customer relationships and advocacy;
2. Accelerating Time-to-Value: Time is of the essence in today's fast-paced business world. Customers are eager to experience the value they were promised swiftly. The value-first approach emphasizes understanding the customer's desired outcomes and designing onboarding processes to expedite their journey toward achieving those outcomes. This ensures that customers quickly realize the benefits of the product or service, leading to increased satisfaction and engagement.
3. Maximizing Customer Lifetime Value (CLV): Customer retention and expansion are crucial for sustainable growth in a subscription-based economy. By delivering value early and consistently, organizations increase the chances of retaining customers beyond the initial contract period. When customers perceive the ongoing value provided by a product or service, they are more likely to renew, expand their usage, and advocate for the brand, ultimately driving long-term revenue growth.

"Value One" should be achievable by the CSM. Don't set yourself up for failure by overpromising something and underdelivering. Together with the customer, CSMs must align and take joint ownership of the agreed-upon value proposition. Equally important is the timely delivery of that value, which forms the final component of our definition of onboarding & transition of the client into the "Adoption" phase.

Remember the Onboarding Mantra: Guide the Customer, Achieve Value-One, and Do it quickly ??