Thinking about client onboarding, and am working on an post (Refining Onboarding for High-Value Clients: My Thoughts) to dig a little deeper into this.
It’s been a journey working in Customer Onboarding (in a previous role). Most of our clients were simple implementations, but what happens when you work with high-value clients. Think 100+ users, complex systems, and a ton of expectations.
But here’s the thing: it’s all about keeping things simple.
Lately, I’ve been thinking about best practices on tailoring the experience. Clients need to feel like their goals are understood from the very start. That initial interaction? It sets the tone for everything that follows.
Then there’s collaboration. Onboarding isn’t just one team—it’s a combination of Customer Success, Professional Services, and all the other groups working together. When that works, clients notice. It’s smoother, it’s quicker, and ultimately, everyone wins.
Processes are a big deal, too. They don’t need to be overly complex, but they do need to make sense and be scalable. I’m constantly thinking about workflow, figuring how to tighten things up to deliver faster results without sacrificing quality.
Finally, I’ve been considering different approaches. What would work, and what would not? But it’s all about learning from those moments. Because at the end of the day, onboarding is the foundation for long-term success. If we get it right, clients are happy, adoption rates soar, and churn stays low.
The full post will be available next week, but in the meantime – what are your thoughts? What are clients really looking for?