Revolutionize Your Customer Onboarding
Your playbook to get customers to value quickly.
Book This Workshop
A Workshop Is Not…
- A “talk-shop”, lecture, or monologue.
- A session where Info-Tech does all the work. We work with our members.
- An engagement of more than 4 days.
A Workshop Is…
- A set of facilitated activity-based exercises aimed at helping our members and their teams make key business decisions.
- Collaborative discussion meant to drive consensus and decision making between Business leaders around digital directions.
- Pre-packaged in scope to be delivered within 1-week and built off Info-Tech’s best practice research.
Book Your Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
Book NowModule 1: Assess the Onboarding Current State
The Purpose
- Assess your current onboarding maturity.
- Map current onboarding process and customer journeys; identify pain points.
- Gather feedback from internal teams and customers.
- Summarize overall themes, major pain points, and challenges of the current process.
Key Benefits Achieved
- Performance and maturity benchmarks
- Documented pain points, issues, and barriers to success
- Comprehensive view of current onboarding performance
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Discuss and document reasons for changing onboarding. |
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| 1.2 | Assess onboarding maturity using Info-Tech’s Onboarding Diagnostic. |
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| 1.3 | Map out the current onboarding process. |
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| 1.4 | Document current pain points experienced across functions and their root causes. |
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Module 2: Assess the Onboarding Current State (cont’d.)
The Purpose
- Assess your current onboarding maturity.
- Map current onboarding process and customer journeys; identify pain points.
- Gather feedback from internal teams and customers.
- Summarize overall themes, major pain points, and challenges of the current process.
Key Benefits Achieved
- Performance and maturity benchmarks
- Documented pain points, issues, and barriers to success
- Comprehensive view of current onboarding performance
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Map out current key customer journey. |
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| 2.2 | Document pain points along customer journey and their root causes. |
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| 2.3 | Assess onboarding maturity using Info-Tech’s Onboarding Diagnostic. |
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| 2.4 | Review and discuss the Onboarding Diagnostic results. |
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Module 3: Define the Onboarding Target State
The Purpose
- Design target onboarding process.
- Define resource and tool requirements.
Key Benefits Achieved
- Clear objectives
- Target-state journey map/process
- Key initiatives
- Clear roles and responsibilities
- Understanding of required resources
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Discuss best practices for onboarding. |
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| 3.2 | Indicate the target-state onboarding maturity. |
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| 3.3 | Define onboarding goals based on recommendations from diagnostic and identified pains and opportunities from process and customer journey-mapping exercises. |
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| 3.4 | Map out target-state process. |
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| 3.5 | Map out target customer journey. |
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Module 4: Bridge the Gap and Create the Strategy
The Purpose
- Develop executive presentation.
- Communicate to key stakeholders, functions, and team members and gain buy-in.
- Plan for project launch and ongoing communication.
Key Benefits Achieved
- Onboarding improvement recommendations
- Executive and team buy-in
- Improved coordination between teams; greater functional alignment
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Assess the gaps between current and target states. |
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| 4.2 | Brainstorm initiatives and actions to address gaps. |
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| 4.3 | Discuss any challenges and obstacles to reaching these goals. Consider impacts on product, sales, IT, and customer success. |
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| 4.4 | Determine metrics to be measured. |
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| 4.5 | Develop and finalize project plan to achieve target onboarding process. |
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