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Customer Onboarding Certified | Masters
Welcome [5 mins]
How to get the most out of this course
Your course pack
Resource library
Introduction (1:52)
The importance of customer onboarding [125 mins]
What is onboarding? (and what isn't it?) (3:57)
Benefits of customer onboarding (4:52)
Cost of forgoing a well planned onboarding process (4:03)
[Fireside chat] The importance of customer onboarding
Different types of customer onboarding process (5:14)
Coursework | New user templates
Onboarding maturity model (7:31)
Coursework | Onboarding maturity model
Key takeaways (2:42)
Exam
Time to reflect
Create a customer onboarding strategy [105 mins]
Identify your target audience (6:27)
Define your objectives (10:15)
Coursework | SMART goals
Map the customer journey (5:23)
Coursework | Customer journey map
[Fireside chat] The customer journey
Establish your timeline (5:37)
Coursework | Onboarding timeline
Key takeaways (2:42)
Exam
Time to reflect
Design your customer onboarding program [80 mins]
Develop materials (3:41)
Design workflows (9:39)
Test and optimize (5:21)
[Bonus footage] How to build a foolproof onboarding program
Key takeaways (2:39)
Exam
Time to reflect
Implement your customer onboarding program [110 mins]
Create a cross-functional team (6:36)
Coursework | RACI matrix
Build a technology stack (10:01)
Set up a feedback loop (4:21)
Communicate with stakeholders (7:56)
[Fireside Chat] Stakeholder management
Coursework | Stakeholder communication
Key takeaways (2:21)
Exam
Time to reflect
Measure and improve your customer onboarding program [30 mins]
Define success metrics (4:51)
Analyze data (3:31)
Identify areas for improvement (3:58)
Continuously improve your onboarding program (3:16)
Key takeaways (2:43)
Exam
Time to reflect
Congratulations! (1:05)
Wrap-up [10 mins]
Resource library
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[Bonus footage] How to build a foolproof onboarding program
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