I'm always learning and always looking to improve processes. There is almost always a better way to do things. How do you make it happen? A large part of customer success and onboarding is managing change. Humans think in stories. If you don't understand your customers' stories, you miss the opportunity to rewrite the stories so they include your product or service.Far too often a decision-maker starts implementing a new platform or system or process without buy-in. Some people in the organization get it, but many don't. No matter how great your new "thing" is, onboarding will be a struggle if the people whose jobs are changing don't buy in. They need to rewrite the stories.Training needs to encompass not just what the new platform/system/process can do but what's in it for the learners: how does it fit into their stories. The question in the back of a learner's mind is "how will this make my job and my life easier?" It's part of the story of who they are in their work. If you don't address that question as part of your onboarding process, you will not have their full attention.