Saas Tattler Issue 93 - The Right and Wrong Ways to Onboard Your Customers.
Onboarding, onboarding… everyone in SaaS knows this is a vital step. What a better way to ensure your customer values your service than to start off the relationship on the right foot? Because there is so much to say about the right and wrong ways to do it, we’ve dedicated this week’s SaaS Tattler to customer onboarding. Here are some thoughts and ideas that will inspire you!
Do you ever wonder: where do we even start? You know what you want to achieve, but how do you get there? Ritika Puri put together the 7 steps that will take your customer onboarding process from just okay to absolutely awesome.
Start fresh and develop an experience, not just a process.
Many SaaS companies will put onboarding on their roadmap and “ship it” as a part of their product. According to Samuel Hulick, for onboarding to entice a real improvement in user behavior, you should adopt a holistic, qualitative, and evolving approach.
It's not about getting people to do more things, it's about getting them to do the right things.
Kate Harvey from Chargify has reached out to SaaS Leaders and companies known for their amazing onboarding process and asked them “For companies looking to improve user onboarding, what is the #1 tip you wish someone gave you early on?” - get inspired!
Follow these three steps: Define, Determine, and Pace.
Best of Customer Success Today:
To prosper in this new services economy, all businesses will need to evolve to a more customer success oriented approach. Company cultures, organizational structures, processes, employee compensation plans, information systems and use of technology will need to change to accommodate a customer success orientation. Why customer success is now the master business metric
For some companies - maybe yours - bad-fit customers don't churn out; they stick around and keep paying... and increasing support costs while dragging down growth rates (and morale) as they fail to expand their use of your product, won't invite you into other parts of their company, and refuse to advocate for you publicly. Bad-fit Customers: A Perfect Illusion
About the Author
Mathilde is a Digital Marketing Analyst at Amity. After moving from France to complete a degree in Political Science from McGill University, she decided to settle in Toronto in order to pursue her passion for Marketing and Tech.More Content by Mathilde Augustin