Creating Onboarding Packages Your Customers Will Love (And Pay For!)

Creating a successful onboarding package is crucial for the long-term success of any company. It helps build strong relationships with customers, which results in increased retention rates and revenue growth. Jeff Kushmerek, an experienced SMB team consultant, recently gave a presentation on how to create onboarding packages that customers will love and pay for. In this blog post, we'll highlight some of the key takeaways from his presentation.

1. Charge for professional services from the beginning

   Companies should charge for professional services from the beginning, even if it's just a small percentage of yearly fees. This can help avoid potential renewal problems later and increase customer satisfaction.

2. Different types of implementations

   Companies should package their implementations effectively and offer different types depending on customer needs. They can segment customers and have different approaches for small, medium, and large projects. The duration of implementation can range from a couple of weeks to several months.

3. Scope creep during the sales process

   To prevent scope creep during the sales process, Jeff suggests using a checklist and working with the sales team to agree on constraints if the project goes out of scope. Concessions may need to be made on the implementation side to secure large deals, and agreements should be made in advance to ensure profitability.

4. Focus on profitability and revenue

   As companies grow, they need to focus on profitability and revenue, particularly as they move from Series A to B and C funding rounds. Customers are demanding a higher level of professionalism, and products are becoming more stable. Companies need to hire more specialized and higher-level resources, which cost more money. Additionally, when a company is preparing to go public, they need to show profitability, and this requires forecasting earnings and tracking and measuring offerings to ensure they are profitable.

5. Implementation fees and charges

   A poll posted on LinkedIn showed that companies who charge for implementation have better net retention rates and increased conversion rates. It’s best to achieve a target margin of 30% and monitor profitability closely.

In conclusion, creating a successful onboarding package is crucial for the long-term success of any company. By charging for professional services, offering different types of implementations, focusing on profitability and revenue, and monitoring implementation fees and charges, companies can increase customer satisfaction, retention rates, and revenue growth.

Watch the full presentation here.

Connect with Jeff - https://www.linkedin.com/in/jeffkushmerek/