Blogs
September 13, 2022
Author:
ClientSuccess

CSMs: Why Customer Onboarding Speed Matters

Customer Success Managers are a crucial part of ensuring new customers are properly onboarded. In this post, we will cover the importance of speed and why it matters.

CSMs: Why Customer Onboarding Speed Matters

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction. While NPS, customer sentiment, and adoption or usage rates are a great place to start, there are a ton of other more niche metrics – such as customer onboarding speed – that CSMs are also tracking to ensure success.

Understanding customer onboarding speed

So, what is customer onboarding speed? This metric measures the time it takes for a new customer to complete the onboarding process. The onboarding process typically includes platform implementation, configuration, and new user training. CSMs can track these milestones individually or combine them for a complete picture of customer onboarding speed.

Customer onboarding speed includes the amount of time it takes to:

     
  • Schedule first onboarding/implementation kick-off call
  •  
  • Ensure the platform is customized and configured to the level of the customer's expectations
  •  
  • Successfully train and educate key user contacts on the platform and ensure other users can easily log in and get started
  •  
  • Slip into an ongoing 'maintenance' mode after the initial onboarding and implementation period

Customer success teams can track the data points above by monitoring Start and End dates for onboarding, configuration, implementation, and training. In addition, it's a good idea to set benchmarks for onboarding speed to understand better if your team is excelling or falling behind on timelines.

Why does customer onboarding speed matter?

Depending on how your team manages customer onboarding workflows, onboarding can kick off before a deal is officially signed. Regardless of 'when' onboarding starts, these processes and workflows are often the first genuine partnership the customer user team (aka not the procurement team) has with your organization. This is the time to make the perfect first impression and start your partnership on the right foot.

Customer onboarding speed also matters to CSMs because, as any CSM knows, implementation and configuration can often be the most complex part of any customer relationship. Getting a platform to where a customer is happy with and ready to use is no small feat. If your customer can see value and success in this small win right out of the gate, they are likely to be more excited and optimistic about your partnership in the long term.

It's also a good idea to revisit your previously established onboarding speed benchmarks to ensure your team performs at the right level. You might miss critical information if you sail through the onboarding process too quickly. But if you take too long to get a customer up and running, you could set off right out of the gate on the wrong foot. Set onboarding time expectations with your customers and stick to them.

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter

Success!

Thank you! We have received your submission.