B2B

Hi

Does anyone in B2B does on-boarding calls by sales rather than a dedicated on-boarding resource. From a CX point of view I can see that it can help relationship building that can increase propensity to buy and loyalty. On the downside there are sales productivity issues. Does anyone have experience and what changes it can bring to client and then business?

 Regards,

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Christine Neal
Client Experience Manager
Pitney Bowes
Hatfield
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Hi Christine,

We try to get the SE from the deal and a Support representative to do the onboarding call. This facilitates the transition from using a Sales resource to the appropriate Support resource. During the onboarding call the Support rep gets the technical staff logged into our Support portal to ensure everything is set up properly and they know how to self-serve important items like patches and tech tips.,

Kind regards,

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Elizabeth Thomas
Senior Director, Customer Experience
Rocket Software
Denver CO
303-882-4152
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Hi Chrstine

First of all, I would say that on-boarding is always a good idea. With organisations we have worked with, they have achieved something in the region of 7-20% uplift in retention performance as a result of doing it. 

In terms of who does it, I would suggest that in the instance of a high-value purchase, which is what I am assuming we are discussing here, it should be sales person who does the calling not dedicated on-boarding resource. With high-value purchases the relationship between the salesperson and the buyer is key, so rather than worrying about it as a 'sales productivity' issue, I would argue that it should be seen as being part and parcel (pardon the pun) of CRM activity. 

Please let me know if you'd like to discuss it more depth. 
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Ian Williams
Director
Jericho
0207 099 1950
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