Submitted by Mark D. Flanagan on May 5, 2016 - 10:36am
1to1media.com points out that when an existing customer takes on a new product or service they need onboarding all over again. Seems obvious, but many onboarding programs are tied only to acquisition of new customers, and ignore existing customers taking on new products or services.
The article suggests that with modern CRM systems in place it should be within any organization's grasp to track ALL onboarding needs.
After all, losing a long-time client due to brand-new frustration is not good business.