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Employee onboarding is the first step in a new hire relationship, involving education about the company culture, team introductions, and tool setup. A structured onboarding process can increase retention by 25% and boost productivity by getting employees up to speed faster.
When customers see the complete onboarding process ahead, they understand you're committed to helping them succeed rather than abandoning them after the sale. The unknown creates anxiety - customers who made an investment need to see what comes next. Hiding steps until you reach them makes customers feel strung along and triggers defensive behavior, destroying relationships before they begin.
Seeds of churn plant early when best-fit customers are abandoned during onboarding. Successful onboarding focuses on guiding customers to their first success moment where they feel validated in their purchase, not just completing internal process checklists. Customer service needs to know about scheduled follow-up calls, training teams must prepare advanced tutorials, and stakeholders require early communication.