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Best Practices: Customer Onboarding

A Visible Target During Economic Uncertainty

April 27, 2009

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Why Read This Report

Take customer onboarding . . . please. Customer onboarding lags behind other business processes in both the quality of customer experience and costs. The poor state of customer onboarding results in customers abandoning the application process, loss of customers, regulatory fines, and damage to the corporate brand. Best practices have addressed these issues through improved transaction management with enterprise content management (ECM) technologies, the use of rich Internet applications, adoption of e-signatures, better distributed capture, and a transition to a client-centric onboarding strategy. Applying these best practices — especially during a deep economic downturn — can help business process and apps professionals save money and even help push green IT forward.

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Table of Contents

  • Optimizing Onboarding Is Harder Than It Looks
  • But Despite The Challenges, Business Process Improvement Is Worth The Effort
  • Best Practices Will Make It Easier To Succeed With Onboarding Improvements
  • Best Practice No. 1: Use ECM To Improve Transaction Management
  • Best Practice No. 2: Move To Distributed Capture
  • Best Practice No. 3: Have A Paper To E-Forms/RIA Strategy
  • Best Practices No. 4: Move To "Client-Centric" Onboarding
  • Best Practices No. 5: Use E-Signatures To Get Paper Out Of The Process
  • Forrester's Customer Onboarding Next Practices
  • How To Get Started: Identify Your Challenges
  • Supplemental Material
  • Related Research Documents

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