The Vault - Customer Onboarding and Implementation Processes

This week we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention. Making sure the customer journey is more customer-centric rather than company focused can help make sure your customers are seeing a very quick time-to-value, helping to increase the likelihood of retention for them. The first 30/60/90 days and having a plan to bring those activations and impact to the customer strengthens their usage. He shares how his team works to avoid the tunnel vision into what customers are doing as a whole, allowing a more holistic view of how you can support the work they are doing. Listen to some ideas that Jordan shared that can encourage customer investment in the process. You can find Jordan here ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.