Challenges in Customer Onboarding and How to Overcome Them

Value Coffee Talk

In this episode, Tom Pisello and April Morley interview Jim Schattin, the Senior Vice President of Customer Success at Placer.ai. They discuss the importance of the handoff from pre-sales to customer success post-sales and the challenges customers face during the onboarding process. Jim emphasizes the need for clear communication, setting expectations, and establishing a mutual success plan with the customer.

He also highlights the importance of listening to customers and understanding their business problems in order to provide effective solutions. Jim provides valuable insights for customer success professionals and emphasizes the need for continuous onboarding and value delivery throughout the customer lifecycle.

Takeaways

• The handoff from pre-sales to customer success post-sales is crucial for a smooth customer onboarding experience.
• Clear communication, setting expectations, and establishing a mutual success plan are key elements of successful customer onboarding.
• Listening to customers and understanding their business problems is essential for providing effective solutions.
• Continuous onboarding and value delivery throughout the customer lifecycle are important for building trust and driving customer success.

Sound Bites

• "It's like a big game of telephone out there, right?"
• "The whole name of the game is how do you get to value quickly?"
• "We're gonna have you drive the system and I'm gonna coach you through it."