Trends Report

Retention Starts At Onboarding

Effective Customer Onboarding Is The On-Ramp To Customer Value

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

Summary

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.

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