Onboarding a new enterprise customer

Known as “Customer Success” (CS) or “Account Management”, this is the area within your business that is focused on increasing the likelihood of renewals and upsells (and decreasing the likelihood of churn). Of course, similar to sales, CS is often completely owned by at least one founder until you have too many customers for that founder to manage. A common mistake companies make (especially Enterprise ones) is not investing in Customer Success by spending time with their customers. Instead, they believe that if their product is good enough, customers won’t churn. While that is the dream scenario, it’s not the reality for 99% of software businesses. In this section, you’ll learn more about tips and best practices for onboarding new customers and managing their accounts to optimize for a successful partnership. When kicking off a relationship with new customers (after they have signed your contract or paid you for your services/product), especially if they’re one of your first, you want

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• Belinda Mo