Being the first customer onboarding hire can be overwhelming. You are chasing every opportunity to reduce time to value and increase customer adoption. You try playbooks, tailor them to work for your business, and go through many iterations. Soon enough, you will need to answer questions like:
Preflighters discuss the foundational building blocks that helped them build a successful customer onboarding org.
We have a lengthy implementation and onboarding phase for our product, and we have been having a lot of discussions around KPIs and how we can measure success with our customer onboarding process. We are currently working on a customer survey to collect feedback that we will send out at the end of onboarding. It is an excellent place to start since it helps you understand what your customers think and iterate very quickly!
When I started at my current company three years ago, I had exactly these questions. Here are a few things that are consistently tracked across most customer onboarding teams:
Once you have a baseline of metrics you can track and measure, you can expand from there.
I recommend optimizing for two metrics that create a system for checks and balances. I look at the throughput, i.e., pure output like the number of implementations completed each month + a customer sentiment metric. Post-implementation, it can be Implementation-NPS/CSAT.
As the customer onboarding org matures, you can start to layer in more and dial in on behavior depending on your business needs. Here are really nuanced questions you answer when you layer in more between two metrics: