Needs Analysis for Client Onboarding
Dustin Ferguson
Western Governors University
Needs Analysis for Client Onboarding
Instructional Problem:
A significant number of employees have difficulty adopting a new customer onboarding strategy. They struggle with conducting effective trainings for every user who plans to use GoReact immediately. Employees lack the skills to adopt a new process into their daily schedules, and they don’t have the knowledge to successfully use the new strategies. This problem is important to address because our renewal rates are directly tied to the success of immediate implementation with new clients.
Objectives:
Affected Populations:
Employees involved in the customer onboarding process are lacking the skills and knowledge to be able to train new clients. Currently, employees are given a new customer from the sales team with context around their specific use case. The Client Success team is not able to properly tailor the onboarding process because of a lack of knowledge of the client and in-depth knowledge of their programs and their goals in using GoReact. The Client Success team also lacks the skills to properly organize clients into a tiered onboarding plan. The desired condition of client onboarding is to provide tailored, in-depth training of how to use the product and a success plan around the clients goals. Another goal is to have every client who will use GoReact to receive training and complete the full onboarding process.
Note: You may use multiple tables for the data, if desired.
References
Author, B. C. (2014). Title of the resource. Retrieved from httpsssdfhsdkfjhsdkfjhskdjfhsdkjfhsdkjfh
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