A Better Way to Onboard Customers

A Better Way to Onboard Customers

About this course

The best onboarding programs have a superpower: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience and by collaborating with the best Customer Education professionals in the world. In this webinar, we share these learnings with you. 

  • Sara Robba, Director, Customer Success
  • Alex Calvert, Manager, Implementation
  • Cutler Bleecker, Learning Experience Designer
  • Linda Schwaber-Cohen, Product Marketing

You’ll learn:

  • The Skilljar methodology to great onboarding
  • What we've learned and how we're constantly improving our onboarding program
  • Trends and opportunities we see among our customer base
  • How digital resources can support your onboarding program.

Curriculum

  • Webinar Recording
  • The Better Way to Onboard Customers with Skilljar Experts
  • Follow-Up Q+A
  • Introduction
  • What do you use for project planning with your customers?
  • Who is the best person to handle the entire onboard process?
  • What are the best metrics to measure success?
  • How is onboarding different for your different customer segments?
  • What measures do you take if your customers are stalling or becoming unresponsive?
  • Is the Implementation Guide designed in a chronological order, or is it topical?
  • How do you make sure that everyone knows (internally) what everyone else is creating?
  • I would love for you to talk about how you track the handoff information and if it's shared outside of Implementation.
  • How long are your kickoff calls?
  • When do you give people access to your 'Skilljar' for Skilljar? (Your customer training platform)
  • How does your team celebrate milestones with the customer?
  • How do the IM, the CSM and the EM fit into the overall organization?
  • We face an issue with customers not wanting to spend time on resources we send them. How do you get them to trust the process?

About this course

The best onboarding programs have a superpower: they’re constantly improving. Here at Skilljar, we’ve learned a thing or two about onboarding, both by crafting our own experience and by collaborating with the best Customer Education professionals in the world. In this webinar, we share these learnings with you. 

  • Sara Robba, Director, Customer Success
  • Alex Calvert, Manager, Implementation
  • Cutler Bleecker, Learning Experience Designer
  • Linda Schwaber-Cohen, Product Marketing

You’ll learn:

  • The Skilljar methodology to great onboarding
  • What we've learned and how we're constantly improving our onboarding program
  • Trends and opportunities we see among our customer base
  • How digital resources can support your onboarding program.

Curriculum

  • Webinar Recording
  • The Better Way to Onboard Customers with Skilljar Experts
  • Follow-Up Q+A
  • Introduction
  • What do you use for project planning with your customers?
  • Who is the best person to handle the entire onboard process?
  • What are the best metrics to measure success?
  • How is onboarding different for your different customer segments?
  • What measures do you take if your customers are stalling or becoming unresponsive?
  • Is the Implementation Guide designed in a chronological order, or is it topical?
  • How do you make sure that everyone knows (internally) what everyone else is creating?
  • I would love for you to talk about how you track the handoff information and if it's shared outside of Implementation.
  • How long are your kickoff calls?
  • When do you give people access to your 'Skilljar' for Skilljar? (Your customer training platform)
  • How does your team celebrate milestones with the customer?
  • How do the IM, the CSM and the EM fit into the overall organization?
  • We face an issue with customers not wanting to spend time on resources we send them. How do you get them to trust the process?