When automation & personalization
work together like magic
There are some products which are being used at the core of the business (CRM, infrastructure-related/must-have tools) so the less sticky a product is, the more impact time-to-value has on the future of the relationship, and vice versa.”
The shift from a sales-centric to customer-centric onboarding approach means finding balancing revenue-based goals and value-based goals.
Companies that want to scale quickly need to automate the onboarding processes; whether to partial or full automation.
Each customer has a unique challenge they face; the more personalized we get, the more lasting the activation
All in all, the future of customer success lies in formalizing how to drive meaningful relationships with customers and make them cost-effective so that you can measure their impact.
Time-to-value is a natural metric for onboarding, specifically because the longer it takes a customer to derive value from our product, the more time they are spending questioning the purchase.