Introduction
Validating customer goals during onboarding ensures alignment with their business objectives from the start. This early alignment builds trust and sets the stage for effective collaboration. In this article, we’ll explore how to validate customer goals during onboarding, ensuring they remain relevant and actionable throughout the customer journey.
Step 1: Collaborate to Confirm Initial Goals
Start onboarding with a clear understanding of customer objectives.
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Review Initial Goals: Use data collected through the Surveys during onboarding to confirm alignment.
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Engage Key Stakeholders: Host kickoff meetings to validate goals with decision-makers and end-users. Document insights in Timeline.
Step 2: Assess Relevance and Feasibility of Goals
Ensure that goals are actionable and align with current business priorities.
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Validate Feasibility: Identify potential challenges in achieving goals and discuss adjustments as needed.
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Prioritize Objectives: Focus on high-impact goals that can deliver measurable value early in the relationship. Use Success Plans to organize and track prioritized goals.
Step 3: Refine Goals Through Regular Touchpoints
Use onboarding milestones to review and refine goals.
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Schedule Goal Check-ins: Use the Surveys feature to gather inputs before key touchpoints like onboarding progress reviews.
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Incorporate Early Feedback: Refine goals based on customer feedback from initial product interactions. Use Dashboards to track engagement and usage trends.
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Document Changes: Log any updates to customer goals in Success Plans or Timeline for transparency.
Step 4: Align Goals with ROI Metrics
Tie validated goals to measurable outcomes early in the relationship.
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Define Success Metrics: Work with customers to establish ROI metrics for each goal (e.g., increased efficiency, cost savings).
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Monitor Goal Progress: Use the Rules Engine to set up automated monitoring for goal milestones.
What’s Next?
Once you’ve validated customer goals during onboarding, shift focus to monitoring the effectiveness of your goal collection and validation processes. This ensures continuous alignment and improvement in customer success strategies.
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