While the client onboarding process is intended to establish customer relationships that are long-lasting and mutually beneficial, it is woefully lacking. 

Enter disruptor Srikrishnan Ganesan, Co-Founder & CEO at Rocketlane who is crafting a thoughtful experience by gaining a deep perspective and understanding of the client’s domain which resonates with their product and services. 

 

 Key Takeaways: 

• The main ingredient for disruption is developing a deep perspective and understanding of a domain which can then spark insight and can help create a thoughtful experience. 

 

• Since COVID, the demand for a customer-centric experience had escalated to a point that any small hitch is perceived as intolerable.  

 

• Businesses are built to be customers centric but at times when companies optimize processes, the client may face frustration, especially when things are happening remotely.  

 

• Status Quo of Client on boarding experience – it’s a hit or miss approach, processes are typically delayed. There is a lot of chaos and lack of communication, primarily as information is across different channels/places.  

 

• While all companies should acquire new customers and clients, retaining old clients is more profitable.  

 

• Rocketlane tries to address some key pain points like the status of the project & the sentiment of the customer, and consistency of delivery by following a series of steps with deep templating capabilities and streamlining the collaboration. 

 

• If a company has invested in a lot of project management apps, Rocketlane helps you import/migrate all your projects.  

 

• The biggest challenges today are – educating the market and the potential audience and the existence of the tool     

Quote of the show: 

8:38 to 9:13  

“From what we have seen, the biggest impact is when your customer success team comes in after you on boarding are they able to have an offensive strategy, focus on expansion from get go or are they going to be on a back foot when they come in and need to be defensive, focus on churn, focus on keeping the customer and that largely determined by how well on boarding goes. If you did a great job, they can focus on expansion but if you did a sloppy job they are forced to build credibility all over again with the customer” 

 

Links: 

• LinkedIn:  https://www.linkedin.com/in/srikrishnang/ 
• Company Website: https://www.rocketlane.com/ 
• Twitter: https://twitter.com/srikrishnang 

  

 Ways to Tune In: 

• Amazon Music - https://music.amazon.com/podcasts/eccda84d-4d5b-4c52-ba54-7fd8af3cbe87/disruption-interruption 
• Apple Podcast - https://podcasts.apple.com/us/podcast/disruption-interruption/id1581985755
• Spotify - https://open.spotify.com/show/6yGSwcSp8J354awJkCmJlD

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