The Ledger
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Delivet: SaaS onboarding time correlates directly with sales cycle duration
“What we've seen is most of the time it's directly correlated. The time of the onboarding will be directly correlated to the time of sell. So if your sell cycle is like three months, there's high chance that your onboarding process will spend three months to.”
Delivet: 35% of SaaS churn is caused by poor onboarding
“We have interviewed more than 100 SaaS founders and CSM teams about customer onboarding. And, 35% of churn is attributable to poor onboarding.”
Delivet: Good onboarding reduces annual churn by 5 to 10 points
“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.”
Delivet: API connectors and field mapping beat rigid CSV templates
“I've seen many, many software that are specifying a template to use when you want to import file. So basically, please, download the CSV file. Now, prepare the file that you want to upload, and upload it again. Well, I think we're in 2023, so creating this kin…”
Delivet: SaaS onboarding should delay friction steps until go-live
“When you are opening an account on Stripe, you need to go through what we call a QIC, know your customer. So basically, you need to upload all your paperwork about the company. But at this point, you didn't start to do the integration. So what you can do in th…”
Delivet: 80% of SaaS companies haven't reviewed onboarding in a year
“Out of this, all this interview, 80% of SaaS have not reviewed their process in the last 12 months.”
Delivet: Lack of meaning is the hardest onboarding friction to fix
“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…”