Trends Report

Retention Starts At Onboarding

Effective Customer Onboarding Is The On-Ramp To Customer Value

December 6th, 2022
With contributors:
Laura Ramos , Amy Bills , Mike Pregler , Alesia Garrett , Kate Pierpont


Investments in customer onboarding have become a business imperative as B2B companies recognize that ensuring a quicker time to value may be the most critical driver of revenue retention and account growth. It has significant influence on the B2B postsale customer lifecycle, defining the customer’s relationship with your company’s brand and how you will do business together. In this report, we outline what customer leaders must consider when building an onboarding framework that establishes the foundation for successful adoption, retention, and growth.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.