Customer Onboarding

“Implementation is this Point in time and only one point in time occurrence where you have the attention of the customer and the opportunity to get them to take the actions that you believe will make them more successful as a customer. It's really difficult to …”

“The second place where you need to start to build some processes with implementation and onboarding. And this is actually a mistake that I see companies make. Is that they don't codify the 10, 15 step process of getting a customer onboarded. If you don't have …”

“We have interviewed more than 100 SaaS founders and CSM teams about customer onboarding. And, 35% of churn is attributable to poor onboarding.”

“Out of this, all this interview, 80% of SaaS have not reviewed their process in the last 12 months.”

“And if you do a good customer onboarding process, you can, it can help you reduce your annual churn rate by five to 10 points.”

“And the last one, and I would say it's probably the most difficult one, is lack of meaning. You are asking your customer to do something, but they don't understand why they need to do that. So you need to explain why it's important for you to make them, ah, do…”

“Some of them are not going to be actually great at competencies of using the product itself. And if that's the case and you really want to care about getting high retention rates, recognize that you're probably going to have to do some of that for them and wit…”

“We found that it takes almost the same effort from us to onboard a new customer, even if they're small or large. So our sort of support and onboarding effort is, is the same.”