Speaker: Bob Mathers - Speaker and CS Coach at BMCX Consulting  Inc.

Check out his website: bobmathers.ca

If you don’t get onboarding right, nothing else matters. It’s scary to introduce digital motions when the stakes are this high. But finding the balance between digital and human doesn’t have anything to do with you – it’s about your customer’s maturity and ability to change. That’s why creating 3 flavours of onboarding that reflect what the customer can realistically do on their own, and what you have to do, is the first place to start with scaling this critical function.

In this session, you’ll learn:

- How to segment your customers based on their ability to change.
- How to “profile” your customers in the sales process to determine what type of customer you’re dealing with.
- How to design your 3 flavours of onboarding.
- How to find the balance between digital and human motions across each flavour.
- Why Elvis is still the king, and Keith Richards really is the best guitar player ever.

Link to Miro board: https://miro.com/app/board/uXjVIFThfBc=/