Why should the Sales Team care about Customer Onboarding?

Hey there, fellow customer success enthusiasts! Today, we're kicking off our series on customer onboarding by looking at it through the eyes of our friends in sales. Now, I know what some people might think: "Isn't onboarding the customer success team's job?" Well, hold onto your hats, because we're about to see why sales plays a crucial role in this process, too and why they should care!

How Customer Onboarding can help ?

Let's face it, most salespeople are all about closing deals and moving on to the next prospect. But here's the kicker: a smooth onboarding process can actually make their jobs easier in the long run. How, you ask? Here is how (there are more than 6 reasons but I've decided to stick with these for now):

1. Happy Customers - Happy Days! First and foremost, smooth onboarding is like a customer happiness potion. And guess what? Happy customers are more likely to stick around, renew, and even get some upgrades which I'm sure sales folks will always be happy about!

2. The Referral Ripple Effect. Well-onboarded clients turn into your personal cheerleaders. They'll be shouting your name from the rooftops (or at least in their LinkedIn posts), sending warm leads your way. It's like having a sales team that works for free!

3. From Clients to Superfans. Nail the onboarding, and you're not just getting customers – you're creating superfans. These folks will gush about you in case studies, testimonials, and reviews, which, as we all know, prospects often look at. Save the words trying to convince someone that your product is amazing and show the Social Proof instead!

4. The Crystal Ball Effect. Onboarding gives you a sneak peek into what makes your customers tick. Use this intel to fine-tune your sales pitch and become a mind-reading sales ninja!

5. The "I've Got Your Back" Bonus. Staying involved in onboarding shows clients you're not just a one-and-done kind of sales rep. You're building relationships stronger than your morning coffee, setting you up for long-term success.

6. Commissions. In some setups, sales teams don't get the full commission until the client is up and running. If this is not a solid reason why Sales people should care about Customer Onboarding then I don't know what is!

The Sales Team's Objectives in Onboarding

1. Smooth Handoff to Onboarding and Customer Success: Think of it like a relay race. If sales drops the baton during the handoff, the whole race is lost!

2. Setting Realistic Expectations: No one likes overpromising and underdelivering. It's like telling someone they're getting a puppy and then handing them a goldfish.

3. Laying Groundwork for Future Sales: Plant those seeds early, folks! A happy, well-onboarded customer is more likely to buy more down the line.

Best Practices for Sales Involvement in Onboarding

We've covered recommendations on Sales to Onboarding and Customer Success Handoff in this article but here's a quick snapshot:

1. Have a single source of truth and keep it up-to-date.

2. Align on what is being promised and delivered.

3. Talk all the time because I believe that the Sales and Customer Success teams should be like best friends talking about successes, risks, expansions opportunities, escalations - in most cases, it's better to overshare.

4. Iterate and evolve constantly. The world is changing rapidly and if processes between your teams work well, kudos to you! But don't stop there. You can always find room for improvement and optimization.

Sales team plays a crucial role in onboarding, setting the stage for long-term customer success. Remember, a well-onboarded customer is a happy customer, and happy customers make sales people's jobs a whole lot easier.

Sales and Customer Success teams should embrace onboarding like it's the last slice of pizza at the office party. Your future self (and your customers) will thank you!

Stay tuned for our next article in the series, where we'll dive into onboarding from the product and engineering perspective!