Getting Onboarding Right: Putting in Place the Foundation for Customer Success

Last week, the 2016 Customer Success Summit took place in San Francisco, getting customer success experts from all across the country under one roof, sharing insights and ideas. One of the most memorable talks at the conference during the Breakout Session was led by Emilia D’Anzica, VP of Customer Engagement at WalkMe.

D’Anzica, a Totango Customer Success Hero, explained why onboarding is the foundation of customer success, and presented some interesting onboarding stories, taken from WalkMe, Royal Canin and Citrix. She then gave some golden tips to getting onboarding right, such as building credibility and offering real-time guidance, and showed how a 100% increase in Conversion Rates is actually accomplishable.

Luckily for us, the presentation has been uploaded to SlideShare, and I’m happy to share it with you:



Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.