At Hubspot, we recently overhauled our customer onboarding strategy after having identified the status quo added friction and wasn’t customer first.

In this article, I’ll explain why and how we implemented an objective-based onboarding strategy to become more customer-centric, all the while maintaining personalization, plus explore possible ways to innovate in our roles and share some key insights gleaned along the way.

Hi, my name's Paula Mendes, and in this article, I'm going to talk about how to perform a customer-centric onboarding experience at scale while maintaining personalization.

About Paul Mendes of HubSpot

I currently work at HubSpot. HubSpot is an all-in-one software for inbound marketing, sales, and service. My role is customer onboarding specialist. I'm originally from Brazil, working in our LATAM office located in Colombia.

Before HubSpot, I used to work as a sales account executive. It turned out to be a great background to have because I got to experience some of the pains and responsibilities of sales reps, which really helped me understand better how CRM and automation can help the productivity of sales teams and show the value of our product to the customers.

Besides work, I love to travel, I love to learn about different cultures, places, and people.

The agenda

First, I want to talk about a big shift we recently witnessed in HubSpot onboarding, and explain to you how and why we did it.

Secondly, I'm going to explore some of the possibilities to innovate in our own role and to really be customer-centric.

Finally, I'm going to point out some key insights for you to bring back to your day to day role.