Customer Success
Research Report
Best Practices in Customer Onboarding
Phil Nanus
Phil Nanus
Former TSIA Researcher, Customer Success
September 3, 2020

The goal of customer success organizations is to enable effective adoption that allows customers to achieve business outcomes and realize value from technology and services. In turn, effective adoption leads to the technology supplier’s goals of increased retention and expansion. Today's customers are interested in buying a product or service based on how it can solve their business challenges, rather than its features. Suppliers are making a promise to help the customer solve their problems with their solutions, and the customer is investing in that promise by purchasing the supplier’s product or service. That promise is extended throughout the technology supplier’s organization. This paper lays out the three fundamentals of customer onboarding and explores differentiated practices that lead to accelerated results, including the use of technology and critical metrics to measure.
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