The problem that got us EXCITED!
You're a B2B tech company. You've built an awesome product that can create serious value for your customers. However, your customer was never setup well and the product that you have given blood, sweat and tears for never even got the chance. Sound familiar?
These can be caused by internal issues (poor sales-to-CS handoff, lack of clarity cause of multiple tools, etc.) or customer issues (buyer and implementer incentives differ, poor time management, etc.). Depending on the type of issues, your onboardings fall into 1 of 4 situations
Even if things are functioning perfectly internally (big if!), a majority of your onboardings will go poorly. Your customer not being prepared for the onboarding, a huge cause for poor onboardings, is why onboardings rarely go as per plan. Worst yet, customer issues are out of your hands. Right? No, the devil is in the details.
The real issue is that companies build onboardings around ideal customers. Throw a mix of Google Sheets + Notion + email + Slack at a tech savvy and organized customer and they will crush it. Try the same with the average customer and it all comes crumbling down.
