Customer Success Summit Breakout Session Presented by: Emilia D'Anzica, VP Customer Engagement, WalkMe

1. Getting Onboarding Right:
Putting in Place the Foundation
for Customer Success

2. About Me
• VP, Customer Engagement, WalkMe.
• Customer Hero 2015. Thank you Totango!
• Current Trans-Global Executive MBA Candidate
• Addicted to customer experience, your stories &
travel.
• Let’s Connect on Twitter! @emiliadanzica

3. Agenda
• Customer Success Foundations
• Onboarding Stories:
• WalkMe
• Royal Canin
• Citrix
• Key Takeaways
• Questions

4. It’s the most important 1st step of the customer partnership
Why Is Onboarding the
Foundation of Customer Success?
New Opportunities
OR
The beginning of the end

5. First 90 Days: Solutions Implemented @ WalkMe
Onboarding is Not Easy

6. Listen First, Pilot After

7. Build Credibility

8. Tools to Scale –
Real-Time Help

9. Tools to Scale – Customizable Templates,
Automation

10. Tools to Scale –
Simplicity

11. Tools to Scale – Automated Surveys

12. • It’s okay to hold customers accountable to
their commitments
• Customers want to share their onboarding
experiences with you
• Honesty when things go wrong buys you
another chance
Surprising Results

13. What I Would Have Done Differently

14. Amazing
Onboarding
Happy
Customers!
=

15. • Customer Success - #1 Value
• Veterinary Partners
• In-person training – expensive,
not scalable
Royal Canin Canada is a leader in Health Nutrition for cats and dogs.
Based in Guelph, Ontario.
Case Study: Royal Canin
Onboarding Success = Company Success

16. Results
• Goal: Partner Auto-Enablement
• Increase Employee Productivity
• Real-time in-Portal Assistance
• Shorter User training by 51%!

17. • Tracked & Identified top four actions for increasingusers correlated to onboarding&
conversion
• Guide them through with real-time self-service guidance
• Make the task list simple
• Add progress bar – think ‘Gamifying user experience’
The Citrix Enterprise Mobility Solutions division is a global leader in
software solutions that power business mobility.
Case Study:
How Citrix used an automated guidance system to Make Onboarding Easy

18. • A 100% increase in Conversion Rates
• Increased customer feature usage by 40% vs. control group
• Great onboarding = more stickiness, less likelihood to churn
Results

19. • If I could do it again: Onboard 5 customers in the current, painful way first
• Use Tools: Simplify Onboarding,Self-Service
• Pilot: 2-3 new processes, fail fast, move on
• Credibility: build it first, show results, then announce
• Customer Feedback: Gather Constantly & Use it to Make your onboardingbetter
• Over communicate: Get your entire organization behind you!
Take-Aways/Lessons Learned

20. Q&A