The Onboarding and Training Playbook for Big Customers
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By Denise Stokowski, VP of Client Solutions at Gainsight Emilia D’Anzica, VP CSM at WalkMe Glenn Oclassen, SVP Customer Success at Replicon Presented at Pulse Conference 2015.
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The Onboarding and Training Playbook for Big Customers
- 1. ©2015 Gainsight. All Rights Reserved. The Onboarding and Training Playbook for Big Customers Moderator: Denise Stokowski, VP of Client Solutions at Gainsight Emilia D’Anzica, VP CSM at WalkMe Glenn Oclassen, SVP Customer Success at Replicon
- 2. ©2015 Gainsight. All Rights Reserved. Senior Director, Customer Success @emiliadanzica Emilia D’Anzica INSERT YOUR PHOTO HERE#PulseConf2015
- 3. ©2015 Gainsight. All Rights Reserved. INSERT YOUR PHOTO HERE SVP, Customer Success @glennojr Glenn Oclassen, Jr #PulseConf2015
- 4. ©2015 Gainsight. All Rights Reserved. What is Onboarding?
- 5. ©2015 Gainsight. All Rights Reserved. WalkMe Onboarding Process
- 6. ©2015 Gainsight. All Rights Reserved. Five clear phases of WalkMe’s Road to Success • Define Key Players • KPIs • Timeline & Milestones • Define top 6 Pain Points • Record & Build Walk-Thrus • Introduce Training • Test & Deliver • Gain Approval • Schedule Announcement • Announce Go-Live • Transition to Ongoing Success • Monthly Business Reviews Kick-Off Create Solutions Review & Approve Go-Live
- 7. ©2015 Gainsight. All Rights Reserved. Replicon Onboarding Process
- 8. ©2015 Gainsight. All Rights Reserved. The Replicon Onboarding process
- 9. ©2015 Gainsight. All Rights Reserved. Critical to remember: customers are different “One of these things is not like the other”
- 10. ©2015 Gainsight. All Rights Reserved. Everyone is not a snowflake: Customers CAN be categorized Customer Size •Small •Medium •Large •OMG huge… Product Scope •How many of your products? •Used by which groups? •Same/different use cases? •Business goals for each product? •User goals for each product •Intra-product use cases Customer Complexity •Processes (how many?) •Consensus? •Data migration •Integration •Change management
- 11. ©2015 Gainsight. All Rights Reserved. How To Get Started
- 12. ©2015 Gainsight. All Rights Reserved. The Onboarding Customer Lifecycle In order to successfully onboard and deliver long-term adoption, you have to learn and fulfill: • “why”- customer’s business goals • “what”- business and functional reqs • “how”- app implementation • “who”- execs/stakeholders • “when”- on time, with transparency
- 13. ©2015 Gainsight. All Rights Reserved. When to get started - earlier than you think 80% likelihood of close 90% likelihood of close Closed-Won Implementation Sales Cycle Be the “product” and learn goals Shepherd the implementation Get the users trained Go-live Onboarding Cycle
- 14. ©2015 Gainsight. All Rights Reserved. • WalkMe’s “Jumpstart Onboarding Program” – Brand yours! • Goal to go-live within the agreed time frame • Onboarding Team introduced quickly to keep momentum! • Send branded ‘Welcome Box’ to customers • Onboarding Communication in SFDC – Scale! • Measure and celebrate the success of your team • Post-Onboarding Surveys to improve • Specialized Onboarding & Ongoing Success teams • Training is introduced early in the program WalkMe’s JumpStart Onboarding Program Highlights “We use WalkMe for WalkMe!”We use WalkMe for WalkMe!
- 15. ©2015 Gainsight. All Rights Reserved. Creating & Incentivizing Your COM Team
- 16. ©2015 Gainsight. All Rights Reserved. Measuring Your Success: Reports & Surveys
- 17. ©2015 Gainsight. All Rights Reserved. • 5 Customer Onboarding Hacks You Aren’t Using • 6 Onboarding Challenges to Avoid • Disrupting Digital Business (Book by Ray Wang) • Your Customer Rules (Book by Price Jaffe) • Gainsight Resources • How Great Leaders Inspire Action Additional Resources
- 18. ©2015 Gainsight. All Rights Reserved. THANK YOU
- 19. ©2015 Gainsight. All Rights Reserved. WalkMe background
- 20. ©2015 Gainsight. All Rights Reserved. WalkMe: Instantly Simplify the Onboarding Experience •Boost Adoption and Reduce Churn •Reduce Customer Effort LevelsResults When Implementing WalkMe Drop of 30% in the required time for on boarding and 21% decrease in the number of requests for assistance. Reduced onboarding time by 30%. 55% reduction of incoming support requests. • Increase Activations and Continued Use • Accelerate Onboarding Times
- 21. ©2015 Gainsight. All Rights Reserved. Replicon background
- 22. ©2015 Gainsight. All Rights Reserved. Project Cost Absence Management Expense Management Project Bill Time & Attendance Cloud Clock A single cloud platform for your most important enterprise asset- TIME
- 23. ©2015 Gainsight. All Rights Reserved. Onboarding 1000+ customers per year
Notas del editor
- If your customer doesn’t see value from your product or service, there low switching costs, lots of options Low Barrier To Entry Fast customer acquisition Revenue growth potential You know so much more about your customer Speed of innovation Lower barrier to exit Large customer volumes Revenue growth expectations Multiple sources of data to manage Competitive landscape & fickle customer base ----- Meeting Notes (3/26/15 16:06) ----- Try to find a good slide to quantify the impact. Got to address this now. ----- Meeting Notes (3/26/15 16:32) ----- Change to circles Pay as you go pricing
- Introductions! Denise will set up the conversation – welcome, not what – we are going to get into the now what. How do you define on boarding - what is involved in on boarding? -Branding and identifying what it is, -what it includes, -what are the phases, -what is the timeline is essential
- Emilia to add chev like slide 7 -Short implementation -Example customers -average 43 days
- Denise – As you can see, Emilia & Glenn have overlapping onboarding programs but they are different and b
- Glenn: -Complexity of the use case – how are the using the partners
- Transition slide Let’s Get started -what are the first things you did to build your program.
- This may look a little different for each company but you need one for all COMs and stakeholders in the program to understand EMILIA: To build on Glenn’s points, regardless of the complexity, you always have to answer these questions. Start with the Why, There is a Ted talk on this, Insert title
- Denise: Here is how each of us think about the business Glenn: We are starting before Sales closes, Transition to – what keeps us up at night is different. What are you thinking about
- -Script: My job is unique. We sell a product that make a csm's job easier because it reduces effort levels significantly. That is why we use walkme on walkme. It's actually pretty cool to be in this position. -Library of Case Studies for Onboarding
- -Dashboards in the offices -Go Live Emails to company to celebrate -Onboarding can be challenging, need to keep it fun
- -Need a way to measure your succes Emilia will talk about what she rolled out. KPIs in our analytics are measurable – In SFDC Glenn – will talk about what he is doing
- - What is the basket? - Customer enablement - training, success criteria, enabling key stakeholders, implementation -Onboarding as part of pre-sales -Size of customer -Size -Is data migration involved -Who are the key stakeholders?