3 Stages to Onboard Successfully: Get to Know Your Company, Team, and Customer

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Introduction

An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage. — Jack Welch, Former CEO of General Electric

  1. Customer: Your customer’s success is your success! Therefore, get to know your customer, who they are, how they engage with your company, their pain points, and desired solution.
  2. Competition: Your competitors: who they are, their strengths, weaknesses, and perceived strategy/focus areas, and how they compete. This is Bird vs. Magic, Coke vs. Pepsi time! Knowing your competition well directly impacts your ability to defend your turf and to win over and serve your customers.
  3. Collaborators: Review your company’s collaborators and the influence and impact they have on your company, customers, and their business. As you identify your company’s collaborators, think through their context, purpose, relationship status, and behaviors.
  4. Conditions: Lastly, consider the external forces and factors that can influence your company’s environment. These elements can be analyzed through the PESTLE (Political, Economic, Social, Technology, Legal, Environmental) lens.

1. Company

In the first step of the 5C Role Onboard Framework, you will develop an understanding of your Company and its Capabilities. In executing this step, take an inward look at your company understanding its intrinsic qualities and evaluating its core competencies, performance to date, and areas for improvement.

Image: Critical Business Roles, Interactions, and Processes

2. Customer

The next step in the 5C Role Onboard Framework is to put on your customer shoes and get to know your Customer — understand who they are, how they engage with your company, their pain points, and desired solution. The better you understand your customer’s needs and concerns, the higher the likelihood that you will be able to address their concerns with the most meaningful and measurable impact.

Image: The store policy of Stew Leonard” The World’s Largest Dairy Store”

3. Competition

The next step in the 5C Role Onboard Framework focuses on evaluating your Competition by understanding their strengths, weaknesses, perceived strategy/focus areas, and your company’s competitive differentiators. When reviewing the Competition, think broadly about your competitors, and consider all current direct and indirect competitors as well as potential competitors.

Image: On Your Mark, Get Set Set, Go! The start of a track race

4. Collaborators

Now, familiarize yourself with your company’s collaborators, the individual parties that assist your company in servicing their customers. Collaborators can include suppliers, business allies, partners, and government/community leaders.

Image: Formula One Pitstop

5. Conditions

Lastly, it is important to consider the external forces and factors that can influence the environment in which your business operates. These elements can be analyzed through the PESTLE lens. The PESTLE lens provides coverage into areas that may affect a business where the business is limited in its control.

Image: The PESTLE framework

After Dinner Mints

Image: After dinner mints

Conclusion

The Eastan Onboarding Framework (EOF) seeks to address the challenges of onboarding to a new role or function. In this article, we focused on the second stage, Know Your Company, detailing the key steps to know and understand your company and the internal/external dynamics influencing its success employing the 5C Role Onboard Framework.

  1. Customer: Your customer — who they are, how they engage with your company, their pain points, and desired solution.
  2. Competition: Your competitors — who they are, their strengths, weaknesses, and perceived strategy/focus areas, and how they compete.
  3. Collaborators: Your company’s collaborators — their role in your value chain, status, behaviors and impact they have on your company, customers, and their business.
  4. Conditions: Lastly, consider the external forces and factors that can influence your company’s environment. These elements can be analyzed through the PESTLE (Political, Economic, Social, Technology, Legal, Environmental) lens.

About the author

Ronald (Ron) Berry is an international executive with extensive global experience and success in the B2B and B2C digital transformation space in a variety of industries and for multiple companies.

Ronald Berry is an executive with global experience and success in B2B and B2C digital transformation in a variety of industries and companies.