Customer Onboarding – Value and Need

What is a customer onboarding process?

A customer onboarding process refers to the process you use when assimilating new clients. It’s your approach to defining how your products and services work, how consumers can derive value, and it’s also how you interact with your customers. In fact, it is a vital aspect of your customer service and customer experience protocols. In terms of the customer journey, onboarding is a crucial first step. How you implement this process can result in a long-term and mutually-beneficial relationship.

Although the length of time can vary depending on the product or service. For instance, if your company offers a 7-day free trial, the nurturing process – getting new users acquainted and comfortable with your product – can take longer.

The best customer onboarding process will involve accessible and user-friendly tutorials, unlimited support, and even celebratory milestones when a customer shows the benefits of using your solution.

Is customer onboarding really that important?

In a word, yes. How you choose to onboard your new clients will set expectations for a continuous relationship. If done well, it can help to reduce turnover and increase the overall customer lifetime value (LTV). Many businesses can lose up to 75% of their new customers within the first week. Further, up to 60% of your free trial prospects never return to make a purchase. For ongoing revenue, the most profitable route is through existing customers. Not to mention, your raving fans may act as free marketing. In addition, you can decrease acquisition costs when you retain your customers and strengthen business growth.

All things being equal, what sets your company apart is creating a positive customer onboarding process from before-and-after the sale. When your onboarding processes are well-organized, and repetitive tasks are intelligently automated, you also get the added benefit of increased employee satisfaction. You relieve the burden from your employees so they can become more productive and have more time to focus on personalized interactions.

Steps for creating a customer onboarding process

Automating Customer Onboarding Process
Image Credit: CustomerSuccessBox.com

You wouldn’t build a campaign without first creating a strategy; otherwise, you run the risk of disjointed and ineffective marketing.

To bolster the efficacy of your customer onboarding process, start with a goal and a strategy for how you will get there. When you start receiving feedback from your clients, you can refine your processes. Focus on these three goals:

  • Determine how to get your customers to use your product or service more than once during the first week.
  • Provide an indispensable value.
  • Create a usage pattern.

If you offer an omnichannel experience, treat every interaction holistically. Make every interaction, and touchpoint, count. Continue reading to see how:

Get to know your customer

If you haven’t already, now is the time to create several buyer personas that match your target audience. Understand their pain points and challenges, as well as their preferred solutions.

Manage expectations

During your sales process, explain qualifying factors and reiterate the value of your product and service. Advise your customers of any potential challenges along the way. As a result, they can be more inclined to stick through it instead of giving up.

Demonstrate value

You know more about your product and service than any of your customers do. It’s your job to persistently convey value. Give them relevant examples of how your solution will address their issues.

Keep the lines of communication open

The welcome message is just the beginning. Continue interactions with helpful guides and tutorials. Once your customers realize value, they will sign-up for offers and tutorials on their own.

Go above and beyond

Your goal is to impress your customers so much that they can’t help but share their positive experiences with others.

Track your success

Refining your customer onboarding process should be an ongoing effort. Continue to collect client feedback, pinpoint obstacles, and monitor your KPIs, so you know where to make improvements.

In addition to all the tips above, try to personalize client experiences. Think of every customer as unique. The more you can customize your solution to meet their needs; the more loyal your clients will become. Share information selectively so you don’t overwhelm your recipients. Be clear with your instructions. Guide your customer along every step of the journey. Offer support when they face an obstacle. Then, celebrate and acknowledge every milestone.

Set up the customer onboarding process

To get your customers on board, you need to offer the right resources at each step. Here are the basic steps:

Welcome email

Offer congratulations for their new purchase, convey excitement, and show gratitude for choosing your solution.

Greetings

This can be a message triggered by the first login. It should also include a guide or tutorial for setup. The good news is this can be automated.

Product details

Provide a setup wizard, but offer it optionally. And, make it short but clear.

Feature blurbs

Add blurbs detailing the features and benefits of your products and services to keep your new customers informed.

Give them access to a knowledge base

This might be an FAQs page and portal to documents related to their solution. Due to having a knowledge base, your customers won’t have to search elsewhere for answers.

Check-in

You want your new clients to feel that you care about their onboarding journey. This should be a best practice throughout all your marketing and customer experience efforts.

Celebrate

Maintain excitement by celebrating every milestone via in-app alerts or a congratulatory email/phone call. Make your customers feel that you’re concerned about their success.

Examples of customer onboarding processes

Let’s take a look at a few processes for customer onboarding:

  • Live and animated tutorials and walk-throughs.
  • Surveys to understand how your customer plans to use your solution.
  • Automated welcome emails.
  • Automated check ins.
  • Automate text messages.
  • “Getting started” videos.
  • Maintenance and unlimited support.

You also want to keep an eye on these key metrics:

  • Customer lifetime value (LTV)
  • Churn rate
  • Retention
  • Net Promoter Score (NPS): How likely your clients are to recommend your solution to others.

Make sure your marketing, sales, and customer service teams are aligned with your customer onboarding objectives. You see, the process starts the first time a prospect interacts with your brand. Moreover, every touchpoint serves as an opportunity to improve your onboarding experience.

According to research from the Harvard Business Review, many companies lose 50% of their customers within five years due to insufficient customer service. The lesson is to start early, be prepared, and flexible enough to address any and all customer questions and concerns.

Get on the same page

After you have set your objectives, and parameters for success, the most important component is to get on the same page with your customer. How can you do this? By communicating clearly with your customer what services you will provide, how you will provide them, and by when. When the expectations are straightforward, it’s much easier to remain in sync with your customer. So then, don’t make promises you can’t keep.

Onboarding shouldn’t be confused with sales. What you’re trying to do is understand your client’s needs and offer relevant solutions. Delivering on expectations builds trust and confidence. And, your customers will feel more comfortable sharing feedback. Even in the example of a free trial, as long as you can reel the customer to make a purchase, their free trial offers an opportunity to derive value immediately.

 

Code Diagrams – A small overview

  • filename: The output filename, without the extension. If not given, it will be generated from the name.
  • direction: Data flow direction, default is Left/Right. Options: TB|BT|LR|RL.
  • curvestyle: Curve bending style default is curved. Options: ortho|curved.
  • outformat: Output file format, default is png. Options: png|jpg| svg|pdf.
  • show: Open image after save, default is true.
  • graph_attr: Provide config attributes.
  • node_attr: Provide config attributes.
  • edge_attr: Provide config attributes.
  • attrs: Provide config attributes.
  • direction: Data flow direction, default is Left/Right. Options: TB|BT|LR|RL.
  • graph_attr: Provide config attributes.
  • forward: Points forward.
  • reverse: Points backward.
  • label: Edge label.
  • color: Edge color.
  • style: Edge style.
  • attrs: Provide a config attributes.
  • The edges, which are the connections between components. They can be directed or undirected.
  • The clusters, which group nodes logically.

Cloud Computing – Snippet

The Indian public cloud services market is growing at a rapid pace due to the adoption of cloud technologies in the past 1 year. The cloud services included IaaS (Infrastucture as a service), Paas(Platform as a Service), and SaaS(Software as a service). According to the IDC, Indias public cloud services market is likely to touch $7.4 billion by 2024 growing at a CAGR(Compound Annual growth rate) of 22.2% for 2020-24.
As businesses moving towards virtual meetings, webinars, conferences, etc. it allowed software professionals and developers to become a cloud-native, take a deep dive into disruptive tools and approaches with renowned experts and nurture innovation by leveraging the convergence of cloud infrastructure, AI, ML and a lot more. This technology transition and organisations adopting New Normal as the new way of life led to the creation of new job opportunities in the sector, especially for software professionals.
Certification
Certification is a great way to get started. It will set you up with basic training and is available online. Starting from beginner cloud-related concepts and making your way up to entry-level certification such as AWS, Azure, and Microsoft cloud workshops. The IT Training for the cloud is a sure way to a successful career.
Vs Experience
But experience is key! Generally, employers will look for a mix of certification and experience. As an engineer can you talk through some of your engineering activity theyve been involved in? or how did you solve a particular problem. It becomes very apparent whether they actually know what theyre talking about e.g. doing a migration, or setting up a CI/CD (Continuous Integration, continuous delivery, continuous deployment) pipeline or building a data lake. So take every opportunity you can get to build your experience.
The best people hold the basic certifications and are much more grounded by experience
Be part of the Multi-cloud strategy
Part of a successful multi-cloud strategy is understanding the key differences, including strengths, between cloud providers technologies. This ensures businesses can make sound calls in platform selection. A deep understanding of provider offerings, for example, helps a business decide which cloud would offer them the best object storage option, whether based on price or performance. In short, you need to become a cross-cloud expert.
Keeping Growing your Cloud Career
Being relatively new and in high demand with companies and small startups, cloud computing is upgrading and speedily coming out with improved versions. To stay in the game, it is crucial to keep your skillset up to date with the fast-moving cloud computing training. By improving your skillset and the horizon of your cloud knowledge and by learning cloud application and more services, you certify yourself as a great candidate. It is prescribed to keep growing your cloud knowledge even after you land a job so that you can be a part of future promotions and prove to be a valuable asset for the company.
Demand for AI, ML, serverless skills also set to rise
While most organizations are still in the early days of AI/ML and serverless adoption, they will increasingly look to recruit skills around these technologies as they put them to use in the cloud. With AI, for instance, enterprises will seek cloud professionals who have some experience with data science, as well as knowledge of cloud-native services, such as Azure Machine Learning or Amazon SageMaker.
On the serverless front, organizations will value IT professionals who understand the unique management and cost structures that come with the technology.

Activity diagram – Electronic Prescription

Electronic Prescriptions

UML Activity Diagram Example

This is an example of activity diagram for electronic prescriptions.

The Electronic Prescription Service enables prescribers – such as general practitioners (GPs) and practice nurses – to send prescriptions electronically to a dispenser (such as a pharmacy) of the patient’s choice.

As with all NHS Connecting for Health services, access to the EPS is controlled through the use of the NHS Smartcard having user’s name, photograph and unique identity number printed on, and with embedded smart chip. The Smartcard gives individual users different levels of access depending on their role.  Continue reading

B2B Mobile App – Importance!!

B2B ecommerce Mobile App

  • B2B eCommerce 101
  • Do you really need a mobile app?
  • Advantages of using Mobile App for Magento and other eCommerce solutions
  • How to connect Mobile App with your existing eCommerce
  • Store management
  • User management
  • The app dashboard
  • Product management
  • Shopping cart management
  • Shipping and Billing Addresses
  • Shipping and Payment Methods
  • Orders management

Continue reading

Requirements Specification for a CSTutor Tool

Contents

Continue reading

Work for Workers: Services to the unorganized sector

By: Vineeta Tawney

Table of Contents
Description

1.0 Introduction 1.1 Purpose
1.2 Scope
1.3 Definition, Acronyms, and Abbreviations
1.4 References
1.5 Technologies to be used.
1.6 Overview
2.0 Overall Description
2.1 Product Perspective
2.2 Software Interface
2.3 Hardware Interface
2.4 Product Function
2.5 User Characteristics
2.6 Constraints
2.7 Architecture Design
2.8 Use Case Model Description
2.9 Class Diagram
2.10 Sequence Diagrams
2.11 Database Design
2.11.1 ER Diagram .
2.11.2 Data Dictionary.
2.12 Assumptions and Dependencies
3.0 Specific Requirements

3.1 Use Case Reports

3.2 Supplementary Requirements

Software Requirements Specification
1.0 Introduction:
This document contains specific requirements of our project Work to worker -services to the unorganized sector. Our project is a web based solution to solve the problem of the unorganized sector such as masons, carpenters, gardener etc. It is an approach to reduce unemployment and also make finding right people for the right job much more easier. Objective of this system is to provide work to the workers and solution is focused on the unorganized sector . In this web based innovative solution, the worker registers himself for a particular skill/skills that he is good at, the profile of the worker is visible to all the general public who look to avail services of some kind, so using this system general public or organized sector (includes contractors) can select the worker as per their need. Now as the general public selects a particular worker for some work, our system sends notification to the worker in concern about the work and the customer details like his address and name. The general public /contractors can give feedback about the worker in the fields of his dedication, behavior, habits etc ,through the system, to ensure better services every time.

1.1 Purpose: The purpose of this SRS is to define the overall functionality of our project . It specifies all the requirement parameters needed to implement our project. The basic purpose of our project is to help the unorganized sector in getting work. They register for a particular skill or skills and later receive work updates. Further, this project also helps general public and organized sector (contractors) in getting various workers of unorganized sector at one place. It provides general public and organized sector (contractors) with choice of workers. This project also focuses on providing worker the necessary information regarding their rights, governmental scheme , health care ,etc.

1.2 Scope: Work to Worker is a Web-based solution through which worker (s) registered them selves for a specific skill. Using this system general public or organized sector user can select the worker(s) as per their need. This Online System that is to be developed provides the members(workers) with jobs information(work), online applying for jobs and many other facilities. The work for worker System is supposed to have the following features.
** Administration Panel:
* The job board is highly configurable and there are many possibilities for running the job board. The administration panel consists of a set of web pages where they can:
* Approve / Disapprove / Edit / Delete job(work) postings.
* Approve / Disapprove / Edit accounts with the click of a button.
* View / Edit / Delete resumes.
* View/Edit/Delete Emails.
* View/Edit/Delete event notifications.
* Can take action according to the reports by registered members of the website.
* Live statistics.
* Advanced content management system

** Job Seeker’s Area:
* Jobs seekers(workers) can register.
* They manage their Job Alerts.
* They can also manage their work calendars and service charges.
* Job seekers can manage other things associated with their accounts .
* Workers can further search for work from specific locality.

** Customer’s Area:
* Agencies can sign-up and browse job seekers (workers).
* Manage their advertisements (job postings).
* Additionally, job seekers can submit their profile and manage other things associated with their account.
* Provide feedback about work and workers

1.3 Definitions, Acronyms, and Abbreviations:
• HTML (Hyper Text Markup Language): It is used to create static web pages.
• JSP (Java Server Pages): It is used to create dynamic web content.
• J2EE (Java 2 Enterprise Edition): It is a programming platform, belonging to the Java platform, which is used for developing and running distributed java applications.
• WASCE (WebSphere Application Server Community Edition): It is an application server that runs and supports the J2EE and the web service applications.
• WSAD (WebSphere Studio Application Developer ): It is a designer toolkit which is designed to develop more complex projects by providing a complete dynamic web service.
• DB2 (IBM Database 2): It is a database management system that provides a flexible and efficient database platform to raise a strong “on demand” business applications.
• HTTP (Hyper Text Transfer Protocol): It is a transaction oriented client/ server protocol between a web browser and a web server
• XML (Extensible Markup Language): It is a markup language that was designed to transport and store data. • Ajax (Asynchronous Java Script and XML): It is a technique used in java script to create dynamic web pages
• Web 2.0: It is commonly associated with web applications which facilitate interactive information sharing, interoperability, user-centered design and collaboration on the World Wide Web.

1.4 References:
Books:
1) Database system concepts (6th ed.) McGraw-Hill publication by avi silberschatz, henry f .korth, s sudarshan
2) Use case modeling by Kurt Bittner.
3) Java in a nutshell by David Flangan.
4) O‟ REILY‟s software development
5) IBM Red Books.

Web resources:
http://www.ibm.com/developerworks
http://www.google.com
1.5 Technologies to be used:
• J2EE: (Servlet, JSP, JAXP, Java Beans) Application
architecture.
• JAVA: Application architecture.
• WASCE: (WebSphere Application Server Community Edition) Web Server
• DB2: IBM Database.
• Ajax: Asynchronous Java Script and XML.
• XML: Extension Markup Language.
• Web 2.0: RSS Feed 2.0.
• RAD 7.0: Development tool.
• Localization: 3 Languages – Hindi, Kannada, and English

1.6 Overview: The SRS include two sections, namely: -I- Overall Description: This section will describe major components of the system, interconnections, and external interfaces. -I- Specific Requirements: This section will describe the functions of actors, their roles in the system and the constraints faced by the system.

2.0 Overall Description:
2.1 Product Perspective: The product is not a follow up to any other product and is a self contained innovation of IBM. It is built using all IBM technologies. The main features of our product are:

1. Secure registration of users (workers) and customers (general public/ organized sector user).

2. Workers are classified into various groups.

3. State can be modified by feedback system .

4. Profile management facilities for both laborers and customers.

5. Chat/mail/SMS services (in English and Hindi).

6. Customer can make community for reference purpose etc.

7. Customers can give their feedback for workers who worked for them.

8. Workers can view details of the project in particular location

2.2 Software Interface:
* Front End Client:
HTML, DHTML, JavaScript, Servlets & JSP
* Web Server:
WASCE (WebSphere Application Server Community Edition) WebServer.
* Data Base Server:
IBM DB2
* Back End:
Web 2.0, RSS Feeds 2.0

2.3 Hardware Interface:
** Client Side:
* Desirable:
o 1GHz processor, 256MB RAM, any OS
** Standard:
o A web application can function across various platforms on minimum configurations required to run a web application which all contemporary workstation provide

** Server Side:
* Minimum requirements for installing IBM DB2:
o All Intel & AMD processors capable of running 32-bit or 64-bit OS
o 512 MB RAM and an additional ram per 5 client connections
o 3GB of Hard Disk space
* Minimum requirements for installing Web Sphere:
o All Intel & AMD processors capable of running 32-bit or 64-bit OS
o 375 MHz processor
o 2 GB RAM
o 6 GB of Hard Disk space

2.4 Product Functions:. Functional Requirements:
** Our website provides a platform for workers and costumers to interact on work basis It gives unorganized sector a organized feel and look.
** Workers are classified on the basis of their skills
** All the users will be able to customize their profile as per their choice with the help of manage profile settings option.
** Worker can maintain the work calendar.
** Worker can view information of project (organized sector) in particular location.
** Worker is ranked (feedback) by customer after every work .His ranking specifies his skill level, so a quality check.
** Awareness is provided to workers regarding their rights, governmental schemes ,health care(AIDS, STD, communicable diseases, etc) .
** Organized sector (contractors) can form /register his worker groups

 

Non-Functional Requirements:-
* Secure access of confidential data (user‟s details).
* 24 X 7 availability
* Better component design to get better performance at peak time
* Flexible service based architecture for future extension

2.5 User Characteristics: Following are various users of our website:

* Administrator:- Administrator can perform any the task of the site .He can delete account on feedback basis ,organize events ,manage advertisements. In short all sort of updation , maintenance is done by the admin.
* Worker:- This user is center of attention of our site .He registers for a particular skill/skills and later get work information via notification .His work calendar is maintained and he is rated(fedback) after every job .He can also join a contractor‟s group .He is also helped by site by providing awareness regarding his rights, health, etc.
* General public:-They are job providers .They register and later search workers as per their job requirements .They are supposed to have small work needs. After the work is complete they provide feedback which helps in quality check of worker.
* Contractor:- He is supposed to be the bulk work provider. He can form/register his own worker group as per his needs. He also provides feedback.
2.6 Constraints:
* The user login name should be unique and should contain more than 8 characters.
* Login name and password is used for the registered users .There is no facility for guest.
* Password should be a combination of letter, digits, symbols with at least 8 characters .
* Worker must have access to the internet and know the basics of internet, like registering for a portal.
* Worker has to constantly upgrade his work calendar .
* Workers wages are fixed according to his standards. No bargain.

2.12 Assumptions and Dependencies:-
* We are assuming that the unorganized sector has access to web and know the basics of
internet, like registering for a portal.
* Worker fills his work calendar properly.
* A user should have a valid identity proof

3. Specific Requirements:
3.1 Use Case Reports:
REGISTRATION will contain the attributes like (username, password, usertype).Usertype choose by the visitor will describe the visitors profile. Visitors profile can be Admin, Contractor, General public, Worker from unorganized sector. On registration he will be directed to the profile info page where he will have to fill all the details.
* For every usertype chosen, information to be filled has attributes (name, gender, age, address, e-mail, phone no, id-proof, etc).
* If usertype chosen represents WORKER then directed page will come with the information to be filled by worker correctly. Worker details will have attributes (worker id, education, Rating, comments, preferred work location, skills, experience, work calendar, charges).
* If usertype chosen represents CONTRACTOR then directed page will come with the information to be filled by customer correctly.
* If usertype chosen represents GENERAL PUBLIC then directed page will come with the information to be filled by general public correctly. General Public details will have attributes (work id, work detail, work location, work time, work title, customer id, and confirmation).

3.2 Supplementary Requirements:
1) Few open source software used for statistical purpose.
2) Macromedia player should be pre-installed.
3) 24 x 7 availability of server system.
4) Backup facilities should be available with enough space.
5) Provide the session maintaining capability.
6) The server has to provide a good performance during the peak hour.

 

 

Cultural Evolution

Cultural Evolution

By: Vineeta Tawney

For CNESystems                                                

What is Cultural evolution?

Cultural evolution is an evolutionary theory of social change. It follows from the definition of culture as “information capable of affecting individuals’ behavior that they acquire from other members of their species through teaching, imitation and other forms of social transmission”. Cultural evolution is the change of this information over time.

Cultural evolution, historically also known as sociocultural evolution, was originally developed in the 19th century by anthropologists stemming. Today, cultural evolution has become the basis for a growing field of scientific research in the social sciences, including anthropology, economics, psychology and organizational studies. Previously, it was believed that social change resulted from biological adaptations, but anthropologists now commonly accept that social changes arise in consequence of a combination of social, evolutionary and biological influences.

‘Cultural evolution’ is often used by archaeologists to refer to a progressive historical trend, with progress defined in ethnocentric terms, such as greater social and political complexity.

There have been a number of different approaches to the study of cultural evolution, including dual inheritance theory, sociocultural evolution, memetics, cultural evolutionism and other variants on cultural selection theory. The approaches differ not just in the history of their development and discipline of origin but in how they conceptualize the process of cultural evolution and the assumptions, theories and methods that they apply to its study.

Cultural evolution is the change of culture over time

If we define culture as “information capable of affecting individuals’ behavior that they acquire from other members of their species through teaching, imitation and other forms of social transmission,” cultural evolution is fundamentally just the change of culture over time.

The core idea of cultural evolution is that cultural change constitutes an evolutionary process that shares fundamental similarities with – but also differs in key ways from – genetic evolution. As such, human behavior is shaped by both genetic and cultural evolution. The same can be said for many other animal species; like the tool use of chimpanzees or Caledonian crows or the complex social organization of hives for ants, bees, termites, and wasps.

The roles of transmission and innovation in cultural evolution

Thus far, we have made the analogy between alleles of a gene and forms of a cultural trait, implying that the cultural trait in question can be represented in a binary or discrete manner. Although this approximation is appropriate for some culturally transmitted traits, such as knowing or not knowing how to use a certain tool, or smoking or not smoking, some cultural traits are more naturally regarded as continuous or quantitative traits. For example, cultural norms and preferences, such as degree of risk tolerance, have been modeled as continuous traits and knowledge of a tool or technique has usefully been represented in terms of a quantitative skill level.

What is the importance of Cultural Evolution?

Cultural evolutionary theory has led to significant advances in our understanding of the effects of nonrandom mating, revealing that the transmission and dynamics of cultural traits can be sensitive to both phenotypic and environmental assorting.

Assortative mating, leading to an increased correlation between mates for genetic or cultural traits, can increase both genotypic and phenotypic variance in a population.

Models of culture and human ecology

For thousands of generations humans have been carving their existence in the world with cultural tools that have become integral to their livelihoods, thereby shaping their environment at all scales, both intentionally and unintentionally. Attempting to answer the question of what are the extensions of human biology through culture leads to a striking conclusion: There are few aspects of human biology that have not been shaped by our culture. Human culture has also affected the biology, even the survival, of nonhuman species.

Persona

By thinking about the needs of a fictional persona, designers may be better able to infer what a real person might need. Such inference may assist with brainstorming, use case specification, and features definition

User Flows in UX

The flowchart begins with the consumer’s entry point on the product, like an onboarding screen or homepage, and ends with the final action or outcome, like purchasing a product or signing up for an account. Depicting this process allows designers to evaluate and optimize the user experience and therefore increase client conversion rates.

An example of a user flow in UX design

User flows are extremely useful if you need to:

  • Create an intuitive interface
  • Evaluate existing interfaces
  • Present your product to clients or colleagues

3. Types of user flow charts

  • Task flows
  • Wire flows
  • User flows

Once you have gathered your data from user testing, user flows help determine how many screens are needed, what order they should appear in, and what components need to be present.

flowcharts and UX flows assist other members of the design team and easily communicate the layout of an interface to partners and investors.