The Secret to Successful Customer Onboarding

Sixteen Ventures has a good article about the secret to onboarding. They emphasize the fact that success for the vendor (usually a payment) is NOT the same as success for their customer. They strongly suggest that vendors focus on the "desired outcome" that their customer's expect. And there is no better way to know that than to ask the customer.

They also point out that "...there’s still no universal definition of a fully-onboarded customer; it’s simply different for every company." Which is another reason to find out what the customer's definition of "fully onboarded" and work towards that.

Read the full article here.