The buyer journey is made up of a number of touchpoints, and the expertise at each should meet or exceed expectations for manufacturers and entrepreneurs to have the ability to transfer doable consumers alongside to the following one. Lots of consideration currently has been given to the post-purchase stage, the place many purchasers have confronted essentially the most irritating issues with customer support. However new analysis from collaborative buyer onboarding and PSA platform Rocketlane turns the eye to the evolving panorama of buyer onboarding.
The agency’s new State of Buyer Onboarding 2024 report delves into this matter and divulges the highest challenges for onboarding groups. From streamlining processes to enhancing buyer experiences, the report gives invaluable insights for customer support and onboarding leaders striving to drive significant worth for his or her shoppers.
“Extra organizations at the moment are monitoring the time invested by their onboarding and implementation groups,” stated Rocketlane CEO Srikrishnan Ganesan, in a information launch. “This pattern underscores the rising significance of bandwidth and value concerns in onboarding processes, pushed by the CFO’s have to assess bills and collect complete knowledge for staffing choices. It’s not shocking that corporations are additionally charging for implementations right this moment—it brings the fitting depth and seriousness across the exercise and that results in sooner go lives.”
Key highlights from the 2024 report embrace:
- 60 p.c of groups have established or are within the means of establishing devoted onboarding capabilities, signaling the rising recognition of onboarding as a definite and strategic operate.
- 42 p.c of corporations now cost for his or her implementations, indicating a shift in notion the place onboarding is seen as a income supply slightly than only a price heart.
- Respondents emphasize the necessity to automate follow-ups, reminders, and reporting, with a rising curiosity in integrating AI into on a regular basis onboarding actions.
- Over 70 p.c of onboarders prioritize streamlining implementation processes and enhancing buyer expertise as their predominant targets for the yr.
These insights underscore the important function of buyer onboarding in driving income progress and enhancing buyer satisfaction in right this moment’s panorama.
“I’m invigorated to see an growing concentrate on preliminary worth supply and worth enlargement, slightly than solely product implementation,” buyer onboarding skilled Donna Weber says within the report. “2024 is the yr for groups to maneuver away from working as price facilities to charging for essential onboarding providers to maintain clients accountable and empower buyer onboarding groups to drive growing worth.”
“Automation and standardization as a high purpose additionally acts as an essential reinforcement that corporations wish to deliver extra consistency in how they execute—which in flip impacts time-to-value and value of onboarding,” Ganesan added.
Obtain the total report right here.
The report attracts insights from over 850+ onboarding professionals from corporations like Salesforce, Hubspot, ZoomInfo, Freshworks, and Entrance.
