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Customer onboarding is the process by which a company's new customers are introduced to using a product or service. The aim is to inform and support customers in such a way that they can get the most out of their purchase.
The term has its origin in human resources, where it describes the process of onboarding new employees. Over time, it also became popular in customer management to mark the critical initial phase of the customer relationship. Good onboarding can increase customer satisfaction and retention.
Customer onboarding plays a central role in industry, particularly for complex products and services. These include, for example, software solutions, machines and systems as well as comprehensive service offerings.
Effective onboarding improves customer loyalty by ensuring that customers fully understand and can utilize the benefits of the product or service. It reduces churn rates and promotes positive word of mouth.
One challenge is scaling the onboarding process for numerous customers without losing personalization. One solution can be the implementation of a digital self-service assistant be the one who guides customers through the first steps and answers common questions.
In the software industry, customer onboarding often involves a combination of personal training, video tutorials, and extensive documentation. For manufacturers of industrial equipment, onboarding can involve training for a digital spare parts catalog, which helps customers easily identify necessary parts for maintenance and repair.
Customer onboarding is a crucial process that lays the foundation for a successful customer relationship. By providing the necessary resources and support from day one, industrial companies can significantly increase customer satisfaction and loyalty. Using digital tools such as Self-service portals and digital assistants can help make this process efficient and scalable.