When should the growth plan call be scheduled?
- When the customer has completed all of their goals.
- During the kickoff call.
- When the customer is halfway through onboarding.
- 90 days after the kickoff call.
Explanation:
In the context of Objectives-Based Onboarding, the growth plan call should be scheduled at a strategic point during or after the initial onboarding phase to ensure that it aligns with the customer’s readiness and needs. Here’s an explanation of the ideal timing for scheduling this call:
Timing for Scheduling the Growth Plan Call
- After Initial Onboarding Completion
- Completion of Core Onboarding: The growth plan call is often scheduled after the customer has completed the core onboarding activities. This ensures that they have a solid understanding of the basics and have begun using the product or service effectively.
- Initial Success: It’s beneficial to schedule this call once the customer has achieved initial success and is comfortable with the foundational features. This provides a clearer picture of their immediate needs and readiness for future planning.
- At a Logical Milestone
- Project Milestones: Schedule the growth plan call at a milestone where there’s a natural opportunity to discuss future steps. For example, after the successful implementation of key features or completion of a major project phase.
- Performance Review Points: Timing the call around regular performance reviews or assessments can provide valuable insights into the customer’s progress and future needs.
- Customer Readiness
- Customer Engagement Level: Ensure that the customer is actively engaged and has sufficient experience with the product to provide meaningful feedback. Scheduling the call too early might result in incomplete data, while waiting too long could delay necessary planning.
- Feedback Integration: The growth plan call should be scheduled when the customer can provide feedback on their experience so far. This feedback is crucial for tailoring the growth plan to their specific needs.
- Strategic Planning Window
- Forward Planning: The call should be timed to allow for strategic planning and alignment with the customer’s upcoming business goals or cycles. This ensures that the growth plan is relevant and aligns with their future objectives.
- Budgeting and Resource Allocation: If the customer needs to plan for additional resources or budget adjustments, scheduling the call before the start of a new fiscal period or planning cycle can be advantageous.
- Following Key Achievements
- Completion of Key Features: Schedule the call after the customer has successfully implemented key features or integrations. This provides a good foundation for discussing how to leverage these features for growth.
- Achievement of Early Wins: Once the customer has realized some initial successes or quick wins, they may be more motivated and ready to discuss further growth opportunities.
Summary
The growth plan call should be scheduled after the initial onboarding phase is complete and the customer has started using the product effectively. It should align with logical milestones or performance review points, ensure that the customer is engaged and ready, and fit into their strategic planning timeline. The goal is to leverage the insights gained during the onboarding process and use them to plan for future growth, ensuring that the customer can effectively transition from initial implementation to long-term success and expansion.