The webinar covered best practices for building an effective customer onboarding program. It discussed creating and revising onboarding content by prioritizing popular topics, using tools like an LMS, and keeping content short. Three flavors of onboarding were outlined - self-service, low-touch, and high-touch. An example Skilljar onboarding process was shared that included handoff, kickoff, soft launch, and launch stages. Engaging audiences was discussed, emphasizing the use of video and short content. Lastly, the webinar covered measuring success through metrics like product adoption, churn, and completions against SMART goals.

1. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
The Art & Science of Effective
Customer Onboarding
Linda Schwaber-Cohen
Head of Training, Skilljar
@skilljar
Sara Robba
Manager of Customer
Success, Skilljar
@skilljar

2. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
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3. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
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4. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
About Skilljar
● Accelerate Product
Onboarding and Adoption
● Drive Customer Engagement
● Modern Training
Experiences
● Backed by Data

5. Agenda
● Building an onboarding program
● Creating & revising content
● Engaging your audience
● Driving onboarding success
● Q&A

6. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Customer Onboarding Is Important
Source: Preact

7. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Poll Question
● Are you utilizing on-demand
customer onboarding?
○ Yes
○ No
○ N/A – we don’t currently onboard
customers

8. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
● Every Educational Services
summit participant
confirmed their customers
are asking for more digital
learning content
On-Demand Onboarding
Source: TSIA

9. Creating &
Revising
Content

10. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
● Popular help articles
● Popular topics for user
education support
tickets
Start With The Low-Hanging Fruit

11. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Content Planning Map
Source: Skilljar resources

12. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
● LMS
● Webinar platform
● Video software
Use the Right Tools & Technologies

13. Building an
Onboarding
Program

14. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
3 Flavors of Customer Onboarding
Self-Service Low-Touch High-Touch

15. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
3 Flavors of Customer Onboarding
•Simple product
•Very high volume of users
•Freemium or low ACV
•B2C, Dev tools
Self-Service Low-Touch High-Touch

16. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
3 Flavors of Customer Onboarding
•Simple product
•Very high volume of users
•Freemium or low ACV
•B2C, Dev tools
•Mild complexity
•Varied use cases
•Some friction in adoption
•SMB, small team users
Self-Service Low-Touch High-Touch

17. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
3 Flavors of Customer Onboarding
•Simple product
•Very high volume of users
•Freemium or low ACV
•B2C, Dev tools
•Mild complexity
•Varied use cases
•Some friction in adoption
•SMB, small team users
•New product/behaviors
•Extensive implementation
•Many stakeholders involved
•Enterprise users
Self-Service Low-Touch High-Touch

18. Skilljar
Onboarding
● Handoff
● Kickoff
● Soft launch
● Launch

19. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
The Handoff
● Align CS & sales
● Provide clear
documentation

20. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
The Kickoff
● Introduce yourself
● Discuss initial goals
● Review timeline
● What is your “MVP”?

21. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
A Sample Project Plan

22. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
The Soft Launch
● Get feedback from beta
users
● Launch with MVP

23. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
The Launch
● Training open to intended
audience
● Measure success & adjust

24. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
A Sample Onboarding Timeline

25. Engaging Your
Audience

26. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Use The Right Mediums
● Online video will account for
80%+ of all consumer
internet traffic by 2020
Source: Cisco

27. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Use The Right Mediums
● 59% of executives agree
they are more likely to
choose video over text
Source: MWP

28. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Keep Content Short
● 56% of all videos
published are <2 minutes
long
Source: Vidyard

29. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Keep Content Short
● Videos under 90 secs see
an average retention rate
of 53% vs. 10% for 30
min+ videos
Source: Vidyard

30. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Keep Content Short
90%+ completion
rate on courses <15
mins

31. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Poll Question
● How are you currently measuring
training engagement?
○ Registrations & completions
○ Audience reaction
○ Other
○N/A - we don’t have any metrics in
place yet

32. Driving
Onboarding
Success

33. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Develop SMART Goals
● Specific
● Measurable
● Achievable
● Relevant
● Time-bound

34. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Develop SMART Goals
● Where does your program
stand?
● Align with relevant
stakeholders

35. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Establish Baseline Metrics
● Product adoption
● Customer churn & renewals
● Registrations & completions

36. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Product Adoption
● Compare time spent in-
app and time spent in
training

37. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Customer Churn & Renewals
● Sample calculation:
o Of X customers who
renewed/expanded,
what % took training?

38. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Registrations & Completions
● This data provides insight
into:
o Topics of interest
o Marketing effectiveness
o Course length
optimization

39. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
A Benchmark for Success
5% increase YoY
(# of completions / # of
registrations)

40. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Key Takeaways
Prioritize popular content first
Align CS & Sales to streamline onboarding
Keep content short & engaging
Establish “the state of the state”

41. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
Q&A

42. The Art & Science of Effective Customer Onboarding #CSwebinar @Skilljar @GetAmity
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