Needs Analysis for Client Onboarding

Needs Analysis for Client Onboarding

Dustin Ferguson

Western Governors University

Needs Analysis for Client Onboarding

  1. Discuss an instructional problem in the context of your instructional setting, including a description of the affected populations.

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:

  • Successfully onboard new clients with a 95% success rate
  • All Client Success Managers must be proficient with the new onboarding process

Affected Populations:

  • 4 Client Success Managers, will be primarily responsible for onboarding clients
  • 7 Account Executives, will be involved with the first step of onboarding during the handoff from sales to client success.
  • 1 VP of Sales, will oversee all employees involved and needs to know the new process as well. 
  1. Explain the factors in the current conditions that contribute to the instructional problem.
  2. Compare the current conditions to the desired conditions.

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. 

  1. Explain your data collection processes, including each of the following in your explanation:
  • two data collection instruments you used (e.g., interview protocol, survey questions, observation log, test items), including why these instruments were appropriate as you applied them
  • the data source (e.g., individual interview, group survey, classroom observation, test results) to be used with each instrument
  • data gathered through other sources (e.g., standardized test scores, district test results, course grades)
  1. Describe the process of your data analysis, including each of the following:
  • a description of the data analysis techniques used
  • results of the data analysis, with the data organized in a table

Note: You may use multiple tables for the data, if desired.

  1. Evaluate the results of your needs analysis to demonstrate that there is a need for instruction to solve the problem.
  1. Develop an instructional goal statement that addresses the identified instructional need and includes each of the following:
  • the learners
  • what the learners will be able to do in the performance context (i.e., in the real world)
  • the performance context in which the skills will be applied
  • the tools that will be available to the learners in the performance context
  1. Acknowledge sources, using APA-formatted in-text citations and references, for content that is quoted, paraphrased, or summarized.

References

Author, B. C. (2014). Title of the resource. Retrieved from httpsssdfhsdkfjhsdkfjhskdjfhsdkjfhsdkjfh

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