Reasons why sales onboarding matters.

Research shows that poor onboarding contributes to 52% of the reasons for customer churn in the first 90 days of a new business relationship. 

On average, only 18% of companies focus more on customer retention, compared to 44% that focus on customer acquisition.

When businesses devote all their time and effort to pre-sales processes and service delivery, customer loyalty can be neglected.

Therefore, implementing a comprehensive and customer-centric onboarding process is crucial for every sales outsourcing company.

• The purpose of customer engagement 

• Customer onboarding is all about integration.

Your service provider should want to understand your business inside and out, and you need to understand how their processes work.

A smooth onboarding process is important for several reasons: it will help you identify the nature of the relationship you will have with your provider, the expectations you have and the specific pain points and challenges they can help you overcome.

Most importantly, onboarding gives your sales outsourcing provider the opportunity to prove that their services are consistent with and just as good as what the sales team promised you. But to do this, they will need to have a solid understanding of what success means to you, agree on strategy and key performance indicators, and set benchmarks to assess progress along the way.

• Setting the tone for your partnership 

• For any customer, entering into a new outsourced affiliate relationship can be daunting.

You are investing a significant amount of time, money and human resources, as well as taking a risk by relying on an external product or service to help you grow your business. With this in mind, the customer onboarding process should set the tone for what lies ahead.

A great outsourced sales provider will be ready to dive into the world of their customers and represent your business as if it were their own.

Without going through a thorough onboarding process, your partnership will not produce tangible results in the short term or scalable outputs in the long term.

• How to identify a weak recruitment process? 

One of the biggest indicators of a poor hiring process is having a one-size-fits-all approach. Every customer has unique needs, wants and goals and therefore the onboarding process should be highly personalized, interactive and collaborative.

Another sign of poor onboarding is having an irregular (or non-existent) pace of review, optimization and reporting. Strong onboarding will consist of regular reviews and optimization processes agreed upon by both parties to achieve results that meet or exceed KPIs.