“Successful customer onboarding requires a clear, understandable, repeatable structure.”
- Brittany Yandura, Director of Customer Success at Fieldguide
Customer onboarding is an essential step in customer success, and it's a process that needs to be addressed properly. It's all about making the customer’s experience as smooth as possible. But how do you actually onboard successfully?
In the first-ever episode of CS School, host Grace Gupta is joined by accomplished onboarding specialist, Brittany Yandura, who imparts a few customer onboarding tidbits she's learned along the way.
Key discussion points
- What customer onboarding is
- The psychology behind onboarding
- What successful customer onboarding looks like
- How to measure product adoption and engagement during onboarding
- How to onboard customers faster to drive product adoption
- The best way to approach customers and create engagement plans tailored to their needs
A little bit about our guest
Brittany's primary focus is creating and refining Fieldguide's customer onboarding program and onboarding new customers. She is also responsible for helping Fieldguide’s existing customers to increase adoption and focus on expansions and renewals.
Before taking her role at Fieldguide, Brittany had 10 years of experience in product support, customer consulting, and training, and then as a manager in professional services.
When it comes to customer success, Brittany's an onboarding evangelist and thankfully has a ton of tips up her sleeve to help others create a smooth onboarding process.
Carry on the conversation
- Connect with Brittany on LinkedIn
- Sign up for our free Customer Success Collective Slack community
- Subscribe to the CS Scoop newsletter
Be on the pod!
Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! Alternatively, you can speak to us on our socials, or get involved with the discussion on the Customer Success Collective Slack channel.
Have you got something to say? Perhaps you wanna be on the podcast, or know someone who would be a great guest? Get in touch, contact contribute@customersuccesscollective.com.
Did you like this episode?
If you enjoyed listening to this episode of CS School, you might want to enroll in our Customer Success Leaders Fellowship course and become one of tomorrow's leaders of customer success.
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