CUSTOMER ONBOARDING ACADEMY
Don’t lose clients
to poor onboarding.
The Knowledge Group builds a professional onboarding academy for your team and your clients. We create the courses, videos, and guides that help clients use your product—and help you reduce avoidable client loss.
Explore programs · See the research
Start with a complimentary onboarding analysis and curriculum for your company.
Free of charge. Simply email us to get started.
Nearly two decades of accredited professional curriculum development—now applied to your client onboarding.
Poor onboarding can cost you clients.
When clients struggle to get started, your business can lose more than time.
48% reported early client loss or disengagement from inconsistent onboarding.
41% reported more support requests from newly onboarded clients.
Thinkific / Centiment, 2026 · 699 onboarding and customer success professionals. Figures are shares of respondents, not customer-loss rates.
Education helps clients use your product.
38.3% higher product adoption was the reported average in a 2024 survey of 300 U.S. customer education leaders. Forrester Consulting, commissioned by Intellum →
Your onboarding academy.
Built for you by The Knowledge Group.
You provide the product expertise. We plan the curriculum, prepare your experts, and produce the training. Your team can use it with every new client as your business grows.
A FAMILIAR CHALLENGE
Make onboarding work for you.
Less repetition.
Give clients answers without another walkthrough.
Room to grow.
Use the same clear training as your client base expands.
Help clients stay.
Help them understand and use what they bought.
We turn repeated explanations into training you can use with every new client.
HOW WE BUILD YOUR ACADEMY
From your existing know-how
to training clients can use.
1 · PLAN
We find the repeated work.
You share existing guides, recordings, and recurring client questions. We work with your experts to define the first tasks clients must complete.
You review: a lesson outline, audiences, and learning goals.
2 · CREATE
We turn it into usable training.
We write the lessons and prepare the agreed videos, walkthroughs, checklists, and knowledge checks. Your experts review the content before it goes live.
You review: scripts, sample lessons, and finished materials.
3 · ROLL OUT
We prepare it for your clients.
We package the approved academy for the agreed delivery platform. Your team invites clients, handles individual questions, and tracks the measures you choose.
You receive: a launch plan, reusable training, and clear ownership of updates.
PROGRAMS / PROPOSED SCOPE
Start with the program
your customers need.
Final scope is confirmed before engagement. We’ll match the program to your product, audience, and existing customer channels.
1 / CUSTOM PRODUCTION
Onboarding Essentials
$9,999
• Three recorded lessons
• One product and one customer audience
• Expert interviews and presenter preparation
• Guides and knowledge checks
• Two consolidated review rounds
2 / A BROADER LEARNING PATH
Customer Academy
$19,999
• Six recorded lessons
• Up to two customer roles
• Supporting guides and assessments
• One live launch Q&A
• Distribution plan for existing customer channels
3 / CUSTOM PRODUCTION
Customer Academy Plus
$30,000
• Nine recorded lessons
• Up to three customer roles
• Supporting materials and assessments
• Two live Q&A sessions
• 90-day review and a bounded update allowance
Base scope excludes platform development, extensive animation, translation, and audience acquisition.
Proposed Plus update allowance: one consolidated update round covering up to 30 minutes of edits to existing recordings and two supporting documents within 90 days of delivery; no new lesson or re-recording. Confirm the allowance in the final scope.
PRACTICAL EXAMPLES
What would an academy look like
for your clients?
These illustrative examples show how we could build onboarding curricula for different businesses.
1 · IT SERVICES
Protect the major account you just won.
Our example IT company · For owners and service delivery leaders
Our example IT company wins a 300-person business client for a Microsoft 365 migration and ongoing support.
The onboarding challenge
The IT company’s engineers need to move the systems while the customer’s staff learn new sign-in, file-sharing, and support procedures. Repeating those instructions in individual calls takes time away from the rollout.
What the IT company gains
A consistent way to prepare every user before migration day, with fewer basic setup questions competing for engineers’ attention.
CUSTOMER ONBOARDING CURRICULUM
What we build
The Knowledge Group plans and produces the IT company’s customer onboarding curriculum around the migration schedule. An administrator track covers user lists, approvals, and readiness. An employee track explains first sign-in, verification, email, Teams, and where files will be stored.
The IT company’s technical lead reviews the demonstrations. We package the approved videos, migration-day checklist, and support guide so the IT company can send the right training before and after the switch.
Qualtrics XM Institute · 2026 projections
$2.94 trillion in annual sales at risk
Qualtrics estimates that poor customer experiences put $2.94 trillion in global annual sales at risk, including $973 billion in the U.S. Its research covers more than 20,000 consumers across 14 countries and 18 industries.
What it tells us: Shows the financial scale of poor customer experiences. These are modeled sales at risk across customer experiences, not measured losses caused specifically by onboarding.
2 · B2B SOFTWARE
Help the customer use what they bought.
A software company in this scenario · For heads of customer success and implementation
A software company in this scenario signs an enterprise customer with 80 salespeople who need to adopt its software.
The onboarding challenge
A single product demo will not prepare the customer’s administrator, sales managers, and representatives for their different jobs. the software company needs each group to reach a useful first result.
What the software company gains
A repeatable launch program that helps customers start using the CRM, while implementation specialists focus on configuration and exceptions.
CUSTOMER ONBOARDING CURRICULUM
What we build
We design the software company’s curriculum around three milestones: the administrator prepares clean records, representatives enter and follow up on their first deals, and managers review the pipeline. We produce separate walkthroughs and practice exercises for each role.
The software company’s product team validates the screens and instructions. The finished lessons and quick-reference guides are organized for delivery alongside its customer implementation plan.
Thinkific / Centiment · 2026
48% reported early churn or disengagement
Among 699 customer success and onboarding professionals, 48% reported higher churn or disengagement within 90 days from inconsistent or repetitive onboarding. Other reported consequences included more support tickets or escalations (41%), slower time-to-value (38%), and lower product adoption or feature activation (35%).
What it tells us: Supports consistent customer instruction and more efficient onboarding. These are self-reported consequences—not a claim that 48% of customers leave or a measure of dollar losses.
3 · ACCOUNTING & OUTSOURCED FINANCE
Prevent a difficult start from becoming a lost client.
An illustrative accounting firm · For managing partners and client services directors
An illustrative accounting firm takes on a growing business for bookkeeping, payroll coordination, and monthly reporting.
The onboarding challenge
The first reporting cycle depends on timely records and clear approvals. the accounting firm needs the client’s owner and office staff to understand what to submit, where it belongs, and when it is due.
What the accounting firm gains
Less time chasing missing information and explaining routine procedures, with a clearer working relationship from the first month.
CUSTOMER ONBOARDING CURRICULUM
What we build
We build the accounting firm’s curriculum around its first-month calendar. The client’s coordinator learns secure uploads and document requirements; the owner learns approval deadlines and service scope. A reporting lesson explains how to review the first monthly package and raise questions.
The accounting firm approves the procedures and examples. We produce portal demonstrations, a payroll cutoff guide, and a month-end checklist that the firm can include in its welcome sequence.
Fenergo · 2025 financial services study
70% reported losing clients
In a survey of 600 senior decision-makers at financial institutions in the U.S., U.K., and Singapore, 70% reported losing clients in the previous year because of inefficient onboarding. Application abandonment averaged about 10%.
What it tells us: Highlights onboarding friction in financial services. The study focuses on account-opening and compliance processes; customer education addresses only part of that challenge.
4 · COMMERCIAL INSURANCE & BENEFITS
Make the first enrollment experience worth renewing.
Consider an insurance brokerage · For agency principals and benefits account directors
Consider an insurance brokerage that wins a 500-employee employer account ahead of its first enrollment period.
The onboarding challenge
The employer’s HR team must coordinate information and deadlines while employees learn how to enroll. the brokerage needs clear instructions without turning every routine question into an account-manager call.
What the brokerage gains
A consistent enrollment introduction across the workforce, giving account managers more time for individual concerns and unresolved issues.
CUSTOMER ONBOARDING CURRICULUM
What we build
We plan the brokerage’s curriculum backward from the enrollment deadline. An HR track covers responsibilities, required information, and escalation contacts. An employee track explains the approved benefits materials and demonstrates the enrollment steps.
The brokerage checks every plan reference and deadline. We prepare short lessons, an enrollment walkthrough, and a service-contact guide for the employer to share through its existing channels.
Wyzowl · 2020 customer onboarding survey
88% said educational onboarding could encourage loyalty
In Wyzowl’s survey of 216 people, 88% said they would be more likely to stay loyal to a business that invests in content welcoming and educating them after purchase.
What it tells us: Supports welcoming, educational onboarding content. This small, older survey measures stated intentions, not demonstrated improvements in retention.
5 · LAW FIRMS
Protect the corporate client you worked hard to win.
A law firm in this example · For managing partners and client relationship leaders
A law firm in this example wins a corporate client whose legal and business teams will regularly instruct the firm.
The onboarding challenge
Different departments may send incomplete requests, use the wrong document channel, or misunderstand who approves new work. the law firm wants a clear working process before the first matters become busy.
What the law firm gains
Better-prepared matter requests and fewer administrative misunderstandings, so lawyers can spend more time on the client’s legal needs.
CUSTOMER ONBOARDING CURRICULUM
What we build
We develop the law firm’s curriculum around the way a new matter enters the firm. Business contacts learn what to include in a request; the client’s legal team learns approvals and escalation procedures. Additional lessons cover secure document exchange, status updates, and billing.
The law firm’s relationship partner approves the content. We turn its engagement procedures into a welcome lesson, a matter-request walkthrough, and concise reference guides for the client’s teams.
Your industry. Your clients. Your onboarding academy.
The Knowledge Group creates customer onboarding academy programs for a wide range of industries. Tell us about your business and the clients you serve. We’ll provide a complimentary program guide and a custom curriculum tailored to your onboarding needs—free of charge.
Get my complimentary guide & custom curriculum →
Click to email us. No charge. No obligation.
WHY THE KNOWLEDGE GROUP
You know your clients.
We know how to build their training.
Founded in November 2006, The Knowledge Group brings nearly two decades of experience developing accredited CLE and CPE education. We apply that curriculum-building experience to your onboarding: clear lessons, practical examples, and a useful next step.
What we do for you
Organize your expertise. Review your materials and recurring client questions.
Build the curriculum. Turn the process into lessons for the people who need them.
Produce the materials. Create the agreed videos, walkthroughs, guides, and checks.
Prepare the academy. Package and set up the agreed learning experience so each new client gets consistent guidance.
What stays with your team
Your process and expertise. Supply current materials, subject experts, and examples.
Your approval. Confirm accuracy, brand, policies, and any regulatory requirements.
Your client relationship. Own implementation, service delivery, and individual advice.
Your ongoing decisions. Assign an owner for updates and agree hosting, integrations, and maintenance in scope.
Your onboarding analysis and curriculum.
Complimentary.
Tell us about your business and how you onboard new customers. The Knowledge Group will provide a complimentary analysis and create an onboarding curriculum for your company—free of charge.
Just email us with a brief description and how you’d like to be contacted.
BEFORE WE BEGIN
Good questions.
Clear answers.
Do you recruit customers for us?
No. You already have the customers. We develop the education program for distribution through the channels you own; advertising and audience acquisition are outside this offer.
Can we use our existing learning platform or help center?
Yes. We plan delivery around your existing learning platform, help center, or customer communication channels. Formats and any technical requirements are confirmed during scoping; platform development is outside the base scope.
Who supplies and approves the product expertise?
Your subject-matter experts supply the product knowledge and approve its accuracy. The Knowledge Group organizes interviews, prepares presenters, develops the materials, and coordinates review.
Can you improve existing materials?
Yes. We can review your recordings, documents, and guides, then identify what to reuse, reorganize, or produce. The agreed scope defines the work.
How are product updates handled?
Updates are scoped around the changes your product needs. Plus includes a 90-day review and a bounded update allowance, confirmed before engagement. Work beyond that allowance is separately scoped.
What determines the production timeline?
The timeline depends on program scope, expert availability, source-material readiness, and approval rounds. We agree milestones after reviewing those dependencies.