Historically, the steps to on-board a new customer were not formally documented, but now you can find the following three elements of the new on-boarding toolkit:
- The BDS/BC onboarding guide maps out the steps needed during each phase of the sales process to ensure a smooth transition when the seller is ready to begin on-boarding a new customer, while capturing critical information along the way.
- Phase 2 question guide – during Phase 2, the typical focus is on the development of a lubrication program for a potential customer, but it is also the perfect time to gather background information and key elements of a customer’s requirements to do business with them. This information is best gathered early in the sales process because once the customer says yes in Phase 4, the onboarding clock starts.
- Customer expectation guide – this document will hopefully establish expectations for your customer, and can be built into a presentation and used as a leave-behind for the customer’s reference. Also included in this document are tips to avoid common errors which previously caused delays.
Since segment playbooks exist within Salesforce, the recommended on-boarding actions for Phases 2, 3 and 4 have been incorporated within the Opportunity Content tabs. The full versions of the individual documents can also be found in Marketing Hub.
