Updated: Mar 25
Customer onboarding is the process of introducing and familiarizing new customers with a product or service. The goal of customer onboarding is to help new customers understand how to use a product or service, its features and benefits, and how to get the most value from it.
The onboarding process typically starts immediately after a customer has made a purchase or signed up for a service. It can include a range of activities, such as providing welcome materials, setting up user accounts, delivering training or education, and providing ongoing support.
A successful customer onboarding process can help new customers feel more comfortable and confident in using the product or service, reduce the likelihood of customer churn, and increase customer loyalty and satisfaction.
The Value of Customer Onboarding to a Business
Effective customer onboarding is incredibly valuable for a business. Here are some reasons why:
Reduced churn: Customers who have a positive onboarding experience are more likely to stick around. According to some studies, effective customer onboarding can reduce churn by as much as 25%.
Increased customer loyalty: When customers feel supported and informed during the onboarding process, they are more likely to become loyal customers who will continue to use and recommend the product or service.
Faster time to value: Customers who understand how to use a product or service and how it can benefit them are more likely to start using it right away, leading to faster time to value.
Reduced support costs: When customers are properly onboarded, they are less likely to require ongoing support, reducing support costs and freeing up resources to focus on other areas of the business.
Upsell and cross-sell opportunities: Effective onboarding can also create opportunities to upsell or cross-sell customers on additional products or services.
eLearning for Customer Onboarding
eLearning can be a highly effective way to onboard new customers. By leveraging Learning management System (LMS) technology, eLearning can deliver consistent, scalable, and personalized training to customers at their own pace and on their own schedule.
Here are some tips for creating an effective eLearning program for customer onboarding:
Define the Learning Objectives
Before creating any training materials, it's important to define the learning objectives. What do you want your customers to know and be able to do after completing the training? This will help you create focused and effective training materials.
eLearning is a great opportunity to incorporate multimedia into your training. Videos, interactive simulations, and animations can help keep your customers engaged and make the learning experience more enjoyable.
Customize the Training:
Customization can help make the training more relevant and engaging for customers. Consider using customer data to tailor the training content to their specific needs and interests.
Make it Interactive
Interactivity can help keep customers engaged and improve their retention of the material. Consider incorporating quizzes, games, and other interactive elements into the training.
Offer Ongoing Support
Customer onboarding is an ongoing process, and eLearning can help support customers beyond the initial training. Consider offering ongoing training modules or resources that customers can access as needed.
Test and Iterate
Once you've created your eLearning program, it's important to test it with a small group of customers and iterate based on their feedback. This will help ensure that the training is effective and meets the needs of your customers.
About LMS Portals
At LMS Portals, we provide our clients and partners with a SaaS-based, multi-tenant learning management system that allows you to launch a dedicated training environment (a portal) for each of your unique audiences.
The system includes an embedded course authoring tool that enables most anyone to build engaging courses quickly and easily.
If you choose to, you can create Learning Paths to deliver courses in a logical progression and add structure to your training program. The system also supports Virtual Instructor-Led Training (VILT) and provides tools for online coaching and social learning.
The combination of our platform features, content, and services make LMS Portals the ideal solution for customer onboarding programs.