The Onboarding Lab

Learn how to increase engagement, advocacy, and revenue opportunities through world-class B2B customer onboarding.

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How to Strategically Redirect Customers to the Best Path for Successful Onboarding

How to Strategically Redirect Customers to the Best Path for Successful Onboarding

Working with differing approaches to reach success for the customer

Clare Knight
Clare Knight
Framework to Confidently Deliver Bad News in Customer Onboarding

Framework to Confidently Deliver Bad News in Customer Onboarding

Difficult conversations happen, this framework keeps customer relationships intact

Clare Knight
Clare Knight
How Strategic Name-Dropping Helps Customer Onboarding

How Strategic Name-Dropping Helps Customer Onboarding

How leveraging connections at the right moments accelerates trust and crushes resistance

Clare Knight
Clare Knight
Polite and Firm Ways to Redirect Onboarding Conversations for Successful Results

Polite and Firm Ways to Redirect Onboarding Conversations for Successful Results

Techniques to protect the time of your customer and yourself without burning bridges

Clare Knight
Clare Knight
4 Ways to Stop Conversations From Going Off Track in Customer Onboarding

4 Ways to Stop Conversations From Going Off Track in Customer Onboarding

When calls get derailed because someone goes on a tangent, have the tools ready to bring it back to the task at hand, without pissing anyone off!

Clare Knight
Clare Knight
3 Ways to Handle Demanding C-level Stakeholder Conversations During Customer Onboarding for the Best Outcomes

3 Ways to Handle Demanding C-level Stakeholder Conversations During Customer Onboarding for the Best Outcomes

Understanding how to prepare ahead of calls and deliver the right updates and data at the right time.

Clare Knight
Clare Knight
The Importance of Human Personalisation As You Scale Customer Onboarding in SaaS

The Importance of Human Personalisation As You Scale Customer Onboarding in SaaS

How automated efficiency is impacting customer relationships and how to add personal touches in to fix it

Clare Knight
Clare Knight
How Customer Definitions of Success in Onboarding Can Disrupt Revenue Results

How Customer Definitions of Success in Onboarding Can Disrupt Revenue Results

Misaligned success metrics sabotage onboarding outcomes and cost you expansion deals

Clare Knight
Clare Knight
Strategies to Handle Customer Disengagement During Onboarding

Strategies to Handle Customer Disengagement During Onboarding

Why customer silence during onboarding is your most expensive red flag and the soft skills to fix it fast

Clare Knight
Clare Knight
How Active Listening Transforms Customers Into High-Value Advocates

How Active Listening Transforms Customers Into High-Value Advocates

Why the difference between hearing and listening determines whether customers become advocates or churn risks

Clare Knight
Clare Knight
How Emotional Intelligence Accelerates Customer Onboarding Success & Prevents Churn

How Emotional Intelligence Accelerates Customer Onboarding Success & Prevents Churn

Why reading between the lines in onboarding conversations directly impacts your retention metrics

Clare Knight
Clare Knight
How to Handle Difficult Customer Conversations to Build Trust & Drive Revenue Opportunities

How to Handle Difficult Customer Conversations to Build Trust & Drive Revenue Opportunities

Revenue can be lost through lack of process for handling difficult conversations in a strategic way.

Clare Knight
Clare Knight