Creating a great user experience helps build customer loyalty, which includes new users at existing accounts. When a customer expands or renews their contract, be proactive in connecting with their new users. Don’t rely on the customer to build these key relationships.
Identify and reach out to new users at the account. Set up integrations, configure the product for their needs, and onboard and educate them about how to use and get value from the product. This setup should include both personal and automated processes, such as onboarding wizards, interactions with your customer service team, and user training.
• Existing customer contract is expanded or renewed
• New users are added
• CRM-automated welcome messages to new users
• Implement a user-profile wizard to facilitate setting up profiles and logging in to the product
• Schedule customer service calls to help new users install integrations and walk through features