What role does the customer play in the onboarding planning process?

The customer plays a vital role in defining onboarding goals and metrics. Their input is essential because they have a unique understanding of their needs, expectations, and the success criteria for the onboarding process. By involving customers in this phase, organizations can ensure that the onboarding aligns with the customer’s objectives, leading to a more effective and satisfactory experience.

Defining onboarding goals enables all parties to have a clear focus on what success looks like. Metrics derived from these goals help measure progress and success, allowing for adjustments and improvements where necessary. This collaborative approach leads to enhanced customer satisfaction and establishes a foundation for a positive ongoing relationship, making it a critical aspect of the onboarding planning process.