Client onboarding introduces a new customer to a company’s product and ways of working. It may include demonstrations and training, but it is also a cross-department responsibility: how one team performs shapes how others engage with the client. section 14.5.2 section 2.3.1
A useful way to examine the process is to play the new customer. Ask the team to take you through onboarding as they normally would. Let them demonstrate what they are proud of, then use the experience to learn how they speak with clients and which features customers actually use. This is especially valuable during due diligence, when a client-facing walkthrough can reveal more than a feature list. section 14.5.2
During the walkthrough, pay attention to:
- The terms the team uses with clients; use that language when asking follow-up questions. section 14.5.2
- The features clients value, including features the product supports but customers rarely use. section 14.5.2
- Natural openings for technical questions, without turning the demonstration into an interrogation. section 14.5.2
Follow the customer’s path
If the team demonstrates file upload in a chat portal, ask where the file goes and whether it is backed up. The question follows something a customer can see while exposing an important detail about how the service works. section 14.5.2
