Welcome to the Powerglass Pipeline Seasion Episode 10.  The Enter stage is the first stage of turning a Customer into a Client

Concept 1 - Your prospect is now your customer. They will become part of your “family”. First impressions are huge at this point and you:

•Must have a predefined onboarding

• Insure every step is well documented and trained

•Every step is owned by your point person

Concept 2  - The Ten Steps for customer onboarding success:

1.Set Expectations on both sides 

2.Small Steps – Do not overwhelm

3.Right Info at the Right Time

4.Highlight what is Important

5.Leave something to Discover

6.Show Off Your Product – Use your own stuff

7.Videos, Videos, and more Videos

8.New Users vs. Clients with New Products

9.Focus on Experience not Product/Service

10.Quick Wins (plan for 3 minimum) to Build Confidence

Concept 3 - Enter stage roles and responsibilities - Many relationship changes from Prospect to Customer, xpectations and responsibilities are different than before,Identify the point person in each organization who is involved in the onboarding process – Sales, Finance, Legal, Operations, Customer Service, Support. Introduce your onboarding process lead if it is not the Salesperson.

Concept 4 - Different Emotional States -  You are ecstatic about gaining a new customer but your customer is encountering fear, uncertainty and doubt which drives buyers remorse,  The relationship is in two very different states, so you must take specific steps to help your customer overcome their FUD.

Concept 5 - Relationship Profiles - As you onboard your new customer the relationship can develop four different ways depending on how successfully you engage:

1.Buy and Bolt

2.The Bloom Falls Off the Rose

3.Lifetime Clients

4.Create New Territories

Concept 6 - When is the Customer "Won"? You can see how the revenue-generating Relationship Profiles show how critical it is for a customer’s first experience to be successful. You may have won the deal in the Buy stage, but you win the customer after Enter and well into Expand stage. For example 40-60% of software users open the app once and never again – the deal is won, but the customer is lost. 

Concept 7 - Quick Wins and "How did We Do?" Survey - Your customer point person notes the Quick Wins in your CRM, After the first Quick Win, you engage with a “How did we do?” survey. Your point person will email survey but also calls to say it’s on the way. Ask them to be truthful and indicate where they were not delighted. FOLLOWUP on survey, let them know you got it and discuss any issues. These steps are vital for building trust and eventual loyalty