Disrupting the Client Onboarding Experience with Srikrishnan Ganesan

Disruption Interruption podcast host and veteran communications disruptor KJ Helms interviews Srikrishnan Ganesan, who explains how the client onboarding process is not accomplishing its goal. The solution resides in gaining a deeper perspective and understanding of the client's domain.

TAMPA, Fla. (PRWEB) June 28, 2022

Customer expectations continually evolve, but the pandemic appears to have accelerated that process. A recent survey indicated that nearly 90% of buyers say the experience a company provides matters as much as products or services. Additionally, 88% of customers believe trust becomes more important in times of change. The same number want companies to clearly state their values, but they feel only about half of companies are actually doing this.(1)

Karla Jo Helms, host of the Disruption/Interruption podcast, interviews Srikrishnan Ganesan, the co-founder and CEO of Rocketlane, who takes a deep dive into how this discrepancy can, and should, be bridged.

"From what we have seen, the biggest impact is when your customer success team comes in after your onboarding—are they able to have an offensive strategy, focus on expansion from the get go or are they going to be on a back foot when they come in and need to be defensive, focus on churn, focus on keeping the customer? And that's largely determined by how well onboarding goes," Ganesan shares. "If you did a great job, they can focus on expansion, but, if you did a sloppy job, they are forced to build credibility all over again with the customer." 

Srikrishnan Ganesan details:
The main ingredient for disruption is developing a deep perspective and understanding of a domain which can then spark insight and help create a thoughtful experience. 

Since COVID, the demand for a customer-centric experience has escalated to a point that any small hitch is perceived as intolerable. Even though most businesses are built to be customer-centric, at times when companies optimize processes, the client may face frustration, especially when things are happening remotely.  

The Status Quo of the Client Onboarding Experience is hit or miss. There is a lot of chaos and lack of communication, primarily as information is across different channels/places, meaning more often than not the approach processes are delayed.  

While all companies should acquire new customers and clients, retaining old clients is more profitable.   

The biggest challenges today are educating the market and the potential audience.

"Rocketlane tries to address some key pain points like the status of the project and the sentiment of the customer and consistency of delivery by following a series of steps with deep templating capabilities and streamlining the collaboration," Ganesan shares. "For instance, if a company has invested in a lot of project management apps, Rocketlane helps you import/migrate all your projects." 

Disruption Interruption is the podcast where you'll hear from today's biggest Industry Disruptors. Learn what motivated them to bring about change and how they overcome opposition to adoption.

Disruption Interruption can be listened to via the Podbean app and is available on Apple's App Store and Google Play.

About Disruption Interruption:
Disruption is happening on an unprecedented scale, impacting all manner of industries— MedTech, Finance, IT, eCommerce, shipping and logistics, and more—and COVID has moved their timelines up a full decade or more. But WHO are these disruptors and when did they say, "THAT'S IT! I'VE HAD IT!"? Time to Disrupt and Interrupt with host Karla Jo "KJ" Helms, veteran communications disruptor. KJ interviews bad a**es who are disrupting their industries and altering economic networks that have become antiquated with an establishment resistant to progress. She delves into uncovering secrets from industry rebels and quiet revolutionaries that uncover common traits—and not-so-common—that are changing our economic markets… and lives. Visit the world's key pioneers that persist to success, despite arrows in their backs at http://www.disruptioninterruption.com.

About Karla Jo Helms:
Karla Jo Helms is the Chief Evangelist and Anti-PR(TM) Strategist for JOTO PR Disruptors(TM).

Karla Jo learned firsthand how unforgiving business can be when millions of dollars are on the line—and how the control of public opinion often determines whether one company is happily chosen, or another is brutally rejected. Being an alumnus of crisis management, Karla Jo has worked with litigation attorneys, private investigators, and the media to help restore companies of goodwill into the good graces of public opinion—Karla Jo operates on the ethic of getting it right the first time, not relying on second chances and doing what it takes to excel. Helms speaks globally on public relations, how the PR industry itself has lost its way and how, in the right hands, corporations can harness the power of Anti-PR to drive markets and impact market perception.

About Srikrishnan Ganesan:
Co-founder and CEO of Rocketlane, Srikrishnan Ganesan is a serial entrepreneur with a track record of leading teams. With Rocketlane, he's focused on providing a purpose-built customer onboarding platform that shortens the client's time to value and eliminates hit-or-miss experiences for their customers. The end goal is to deliver a collaborative, transparent and professional onboarding experience for every customer.

1.    "Salesforce Report: Nearly 90% Of Buyers Say Experience a Company Provides Matters as Much as Products or Services"; May 10, 2022; http://www.salesforce.com/news/stories/customer-engagement-research/.

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