What is one of the primary goals of the onboarding process?

One of the primary goals of the onboarding process is to understand the customer needs. This stage is crucial for establishing a strong relationship between the customer and the organization. By gaining insights into the customer's specific requirements, preferences, and expectations, Customer Success Managers can tailor the experience and ensure that the solution provided meets their needs effectively.

Understanding customer needs during onboarding sets the foundation for effective communication, allows for personalized support, and helps in identifying potential challenges early on. This proactive approach also fosters customer satisfaction and loyalty, which are essential for long-term success and retention.

The other choices focus on different aspects of business objectives. Increasing product sales is often a result of effective onboarding but is not the primary focus. Reducing operational costs and expanding market reach may happen as a consequence of a successful onboarding process, yet they do not directly address the initial goal of ensuring that the customer understands and receives value from the product or service right from the start. Thus, understanding customer needs stands out as the core objective during onboarding.