JTBD Onboarding: The SR Fast Track - ClientSuccess Sorber.pdf · JTBD Onboarding: The SR Fast...
Transcript of JTBD Onboarding: The SR Fast Track - ClientSuccess Sorber.pdf · JTBD Onboarding: The SR Fast...
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brought to you by
Tom SorberDirector of Client Success
SolutionReach
JTBD Onboarding: The SR Fast Track
![Page 2: JTBD Onboarding: The SR Fast Track - ClientSuccess Sorber.pdf · JTBD Onboarding: The SR Fast Track. 1. Post-Onboarding Retention Improvement – 65% to >95% ... Results! Healthy](https://reader033.fdocuments.net/reader033/viewer/2022060317/5f0c5d077e708231d43507f4/html5/thumbnails/2.jpg)
1. Post-Onboarding Retention Improvement – 65% to >95% 2. Customer Onboarding Time Reduction – 90 days to 3 weeks 3. Team Reduction – 50%
Results!
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Healthy SaaS Metrics
Healthy Practices
Healthy Patients
Results!
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1. Account Growth 2. Customer Acquisition Cost (CAC) 3. Customer Lifetime Value (LTV)
SaaS KPIs
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Hyper-Growth
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65% Retained Post-Onboarding
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Title
Step 1: Buy-in
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STEP 2: CHANGE FOCUS
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Custom SettingsSync & Install
Reminders & Recall Newsletters
Social Media Marketing
… additional product training
1 hour call 1 hour call 1 hour call 1 hour call 1 hour call 3-5 additional hour calls
60-90 day onboarding process
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STEP 2: CHANGE FOCUS – ASK THE RIGHT QUESTION
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STEP 3: ANALYZE CUSTOMER DATA
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High Tech
Recurring Doc-Patient Relationship
Elective Procedures
2x
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STEP 4: REPLICATE
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• Outcomes. Not happiness. • Solutions. Not products. • Expertise. Not customization.
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Kick-Off
[align on objectives]Sync & Settings
[activate the product]3 Strategy Sessions
[focus = Success Formula]
30 minute call 1 hour call 2.5 hours
3 week onboarding process
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+
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So What
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>Customer Focus
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>70 NPS> Delighted Customers
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>SaaS Metrics
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Old Process Fast Track
95%
65% 30% improvement
> Early Retention
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> Customer Lifetime Value
3x
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Healthy SaaS Metrics
Healthy Practices
Healthy Patients
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brought to you by
Tom SorberDirector of Client Success
SolutionReach
JTBD Onboarding: The SR Fast Track