Scaling CS with Brittany Soinski of Loom

Onboarding is arguably one of the most critical components of customer engagement and retention, so scaling it well is important.

This week, Brittany Soinski, Manager, Onboarding at Loom joins Jay Nathan to share how her team has tackled this program:

• Created an onboarding team who is dedicated to owning this process
• Developed strong templates by starting with post-sale, ending with renewal, and identifying all of the things that happen in between
• Set a 60-day goal for customers and identified how many reached it within this timeframe
• Utilized Human Centered Design in the process

Connect with Brittany

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