Understanding the customer’s desired outcome is a key part of this process and this directly impacts the design of the success plan. The highest churn risk happens during the onboarding process. So no matter how good your onboarding process is, there will still be opportunities for improvement.
The aim of onboarding should be to help the customer reach their first point of perceived value without having to put in a lot of effort. It’s always riskier to sign a customer if you don’t know whether you can deliver the desired outcomes. Which will in turn cancel any type of customer retention efforts since the customer has had a bad experience with your company.
If you can’t measure it, you cannot improve it.
To make sure the company is on the right path, you need to define and monitor customer KPIs regularly. Define strategies to make sure that these KPIs can be improved. After that, the full focus should be on implementation and reporting until the KPIs are within the ideal range.
Customer engagement normally gives you a preview of what is about to happen in the future.