CXcherry5

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How to Effectively Measure the ROI of Customer
Onboarding?
How to Effectively Measure the ROI of Customer
Onboarding? In this blog, you will learn to
calculate customer success ROI and the importance
of the right customer onboarding strategy for
your organization. Also how you can avoid the
common mistakes that most Saas-based companies
are making while delivering customer onboarding
strategies. Moreover, you will learn about the 6
simple methods used to measure the ROI of your
customer onboarding program. So, sit tight and
sip in some caffeine because this blog is
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• your tool to deliver enhance customer retention
  in aspects of your Returns On
• Investment (ROI).
• Also, you can download this free guide to keep it
  handy for later touchpoint discussion
  calculate ROI with your team.
• Download Free Guide Now
• Use the table of contents to navigate the guide.
• Customer Onboarding.
• Importance of Customer Onboarding In Current
  Marketplace.
• How Crucial Is It To Invest In The Right
  Onboarding Method?
• Top 6 Simple Methods To Measure ROI for Customer
  Onboarding Program.
• Conclusion.
• Customer Onboarding.
• Customer Onboarding is like a bridge between your
  organizations efforts towards customer
  satisfaction and the degree of realization your
  customers have towards your efforts.
• So, the easier to grasp and flexible in choice
  design your onboarding program delivers, the
  less customer churn will be there. Because in
  customers perception, your onboarding program
  has to be like a takeaway learning experience.
• Customers Onboarding Expectation

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• Mobile-friendly Platform
• Saas-based company realizing the imperative need
  of the hour being customer-centric initiatives
  are now deviating the overall business focus
  points.
• Because customers are evolving in their choices
  of product experience - no matter how
  lubricative any business marketing strategy is -
  customer satisfaction will always be a unicorn
  story.
• On the contrary, bringing customer experience as
  the focal point for your business strategy is
  the advanced ground you need. All you need is the
  grounds!
• 2. Importance of Customer Onboarding in Current
  Marketplace.
• Now, your grounds here mean in the context of the
  customers perception. There was a time when
  combative stance amongst the competition in any
  Industry use to drive great Returns on
  Investment (ROI). But, gone are those days!
  Theres no shark left in the tank no more.
• Customers are the King So, your grounds are
  the way you strategize your customer onboarding
  program. Establishing S.M.A.R.T Goals allows you
  to monitor, scale, and reshape your onboarding
  program according to customers progress.
• S Specific
• M Measurable A Attainable R Relevant
• T Timely

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Because the moment your organization gets the
contextual basis of customer experience itself
from their awareness stage to becoming your
brands advocate, your decisions will always
remain inclusive to them. 3. How Crucial is It to
Invest In Right Customer Onboarding? Investing
in the right customer onboarding is a crucial
task. How would you track the onboarding program
is going the right way?
40 to 60 of users signing up for a free trial
will use your services once. Few like 2.7 stick
around after 30 days.

• Customer Onboarding, when deliver right becomes a
  transparency web that allows your
• customer to crawl explore their choices of
  experience freely.
• But as it becomes a customer-oriented experience,
  it comes down on your shoulder that Is your
  Customer Onboarding making these Common Mistakes
  too?
• Common Customer Onboarding Mistakes that Most
  Saas Organizations Make
• Too many things yelling for Customers Attention
• Thinking most customers need the same thing
• Designing an Onboarding Program that makes
  Customers work hard for their First Win!
• Overloading Content without allowing personalized
  segments
• Now, once your LD and Customer Sucess Team pen
  down the onboarding strategy avoiding such
  mistakes, its time to focus on your response
  touchpoints.
• You might have observed the customer success
  industry is taking the pace - various methods of
  how to measure customer onboarding results
  became the talk of the town.

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And why not it is imperative to scale your
efforts invested in the onboarding
program, moreover in terms of Return on
Investment (ROI). Lets be crystal clear
beforehand theres no exact method to precisely
scale your ROI for onboarding programs. But,
there are key metrics that will narrow down your
efforts will allow your organization in the
right direction foster it. 4. Top 5 Simple
Methods to Measure ROI for Customer Onboarding
Program 1. Calculate Net Promoter Score
NPS Net Promoter Score is the imperative
method to measure customer experience. In simple
terms, it is the sentimental measure of a
customers satisfaction benchmark with your
brand. Employ survey to the customers
acknowledging their perspective on a scale of
0-10. Score 0-6 are critics, score 7-8 are idle
or inactive, and 9-10 are your brand
promoters. Critics Customers who have responded
between score 0-6 Idle Customers who have
responded between score 7-8 Promoters Customers
who have responded between 9-10 These scaling
measures determine the range of responses for
your onboarding program.
Net Promoter Score (NPS) Percentage () of
Promoters - Percentage () of Critics
Customer Journey Analytics Your customers
overall journey can be analyzed by employing
milestones to each progressing stage of the
customer. But for that, you have to create a
customer journey map.
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• A customer journey map is a visual representation
  of what exactly your customer expects
• as an experience from your product how are they
  going to achieve their goal.
• It not only reduces customers churn rate but
  also benefits you to quantify the loopholes
  reshape that part of the onboarding module
  according to the relevant customer needs.
• Measure Customer Satisfaction Scores (CSAT)
• Customer Satisfaction is the most straightforward
  method to measure your customer experience. Your
  ROI depending upon the customers post-purchase
  experience can be abstracted from this survey.
• Just deliver the survey emphasizing in How
  satisfied were you while using our products
  services? And provide them with a survey scale.
• If Customer Satisfaction (CSAT) is low, then
  improve by focusing on the feedback touchpoints.
• CSAT doesnt necessarily prove brand loyalty but
  it can measure the contrast of customers
  experience.
• Customer Lifetime Value (CLV)
• Customer Lifetime Value is the money that a
  single customer spends for their experience with
  your product. It is calculated by multiplying the
  average customers lifespan by the customer
  value.

Customer Lifetime Value Average Customer
Lifespan x Customer Value
Here, the customers value is their choice worth.
Analyzing the alternatives available
and customers received value from your product
determines how much value they are getting from
your organization.
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• Customer Churn Rate
• Customer churn with any product use is
  inevitable. But to reduce the churn rate, you
  can use this analysis to rectify the loopholes
  and enhance the customers experience to build a
  cyclic subscription arrangement.
• This allows you to gain high recurring revenue
  upsells. To know customer churn rate, it is a
  simple percentage of customers who canceled the
  subscription in the given time to those to
  renewed or continued with your organization.
• Cost Spent on Support
• The average cost spent on training the support
  teams resolving the escalated customer issues
  determines where your onboarding program
  improvement is needed.
• Conclusion
• Creating an inclusive environment for customers
  is imperative for any organizations marketing
  strategy in the current marketplace. Your overall
  ROI is the result of the customers experience.
  So how you plan your crucial customer onboarding
  strategy will determine how satisfied customers
  are with your product experience.
• Focusing on these key metrics will allow your
  onboarding strategy to get the crux of the
  matter, and then you can deploy an automated
  management system support to improve the
  customer experience.
• And, remember these measures are touchpoints to
  your efforts, so keep improving, and keep
  learning your customers. To learn more about how
  to build a successful customer onboarding,
  download 7 Best Practices to Successful Customer
  Onboarding.