[HN Gopher] Failing in the Trough
___________________________________________________________________
Failing in the Trough
Author : gmays
Score : 22 points
Date : 2022-06-02 14:16 UTC (2 days ago)
(HTM) web link (seths.blog)
(TXT) w3m dump (seths.blog)
| dfee wrote:
| My career has been spent in onboarding. Filling all the roles:
| software engineering, managing a team of customer success agents
| and support agents, and generally everything post-sales.
|
| On one hand, this is where the art of business occurs - it's not
| a quant play on advertising ROI and cohorts (though that analysis
| covers onboarding), but on the other hand it sometimes feels like
| a backwater place in business. Couldn't really tell you why,
| either.
|
| Maybe it's because onboarding is incredibly hard and nuanced, and
| there's no "one size fits all solution". Despite that it feels
| like a job for consultants - it can be a quagmire and you want to
| blame the hired help - I've never seen consultants actually
| operate in this space (usually just sales or operations, not the
| bridge).
|
| Seth is right, though. It's about protecting an investment. But
| where should it show up on the balance sheet? (Honestly, probably
| alongside sales).
| PainfullyNormal wrote:
| nine_k wrote:
| The money quote:
|
| > _At $50 an hour, a well-trained, passionate and committed
| person might be able to onboard four customers an hour. That's
| $12.50 to protect the $300 to $800 (or more) it cost you to earn
| that customer's trial in the first place._
| paulpauper wrote:
| So customer service is important. who knew
___________________________________________________________________
(page generated 2022-06-04 23:01 UTC)