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Can you imagine what the ideal SaaS customer onboarding process looks like? That’s why we’ll go over what onboarding is in SaaS and analyze 8 onboarding examples from reputable SaaS companies to learn what they’re doing right (or wrong). Miro Miro’s onboarding process is simple. What can you learn from Userpilot?
Onboarding gamification is the key to transforming a dull process into an engaging one. Gamification onboarding and the right user onboarding software can turn your product experience into something enjoyable. To help you get started, we’ve compiled 11 powerful gamification examples to improve your user onboarding process.
75% of Customers Are Onboarded By Partners Partners don’t just matter in the enterprise. Agencies and other shops are repsonsible for onboarding a stunning 75% of all HubSpot customers. #2. They recently did an Analyst day though that had some more great data that I thought was super interesting, and worth a deep dive.
But one area where humans can bridge a lot of gaps on is onboarding and time to value. So for me, today, now in the age of AI, onboarding is the #1 goal for your CS team because its the foundation of everything else in Customer Success. You cant fix churn or improve NRR if customers never get properly onboarded in the first place.
Many companies are creating a focus on client onboarding. Because it has a significant impact on your business. But if you’re here, you probably already know that.
How to Make Onboarding Work for SMBs While in some cases, selling to SMBs is easier than Enterprise in many ways, one way in which it’s fundamentally harder is onboarding. The user just leaves if it’s too hard, and yet you can’t have a 4-second onboarding process with complex software. Most sales reps hate it.
Hire a Strong RevOps Leader Early By the time you have 15 sales reps, you’ll need a dedicated RevOps leader to handle training, onboarding, compensation, quotas, and more. For example, SMBs might need a high-touch onboarding process, while enterprise customers might require a dedicated account manager.
This is every product manager’s nightmare – an onboarding failure that cripples customer retention. In this article, we explore the art and science of onboarding automation , and how it can turn that initial spark of interest into a roaring flame of engagement. What is customer onboarding? The answer is a lot!
Ian Hillis welcomes David Blair, Senior Director of Product Management at Worldpay for Platforms, on PayFAQ: The Embedded Payments podcast to explore the critical roles of merchant underwriting and onboarding for software providers. Real-time feedback loops and data-driven optimizations are also transforming the onboarding experience.
A lot of it comes down to the first impression customers get through the onboarding process. It’s important to know what a poor onboarding experience looks like, the associated hidden costs, and how to build a top-tier onboarding experience for your customers so you can avoid losing hard-earned revenue.
Highlight Onboarding and Customer Success Investments : GRR is heavily influenced by how well you onboard and support customers. Show Trends Over Time : Investors want to see if your GRR is improving, stable, or declining. A consistent or improving GRR builds confidence in your product’s stickiness.
It was started in 2014 when founders Daniel and Jonathan were working together at a delivery startup and experienced firsthand how slow background checks were slowing down worker onboarding. Enhancing implementation and onboarding processes.
Early on, your CS hire should focus on onboarding customers effectively, reducing churn, and ensuring customers are successful with your product. Focus on Retention and Expansion The CS team’s primary job is to retain customers and drive expansion revenue. But expansion can wait.
AI-powered Customer Onboarding and Customer Support We’re seeing a lot of companies using either AI tools they built themselves or through 3rd-party AI SaaS vendors have success helping users understand a new behavior or use a product for the first time. What’s Currently Working in AI for SaaS 1.
As a company that has onboarded thousands of clients, users, and projects over the past decade, Aysling has learned a handful of tips to streamline processes. With its award-winning support, they wanted to share their successful onboarding tips with all.
This means onboarding them effectively, ensuring they see ROI quickly, and guiding them toward success before they even ask for help. Be Organized and Committed : Early-stage CSMs often wear many hats—onboarding, training, webinars, even sales demos. One always comes first these days. Know the Product Inside and Out.
When AI can handle customer onboarding, support, and success functions that traditionally required human intervention, you can scale revenue without proportionally scaling teams. But here’s what’s really interesting: This efficiency advantage seems to fade as companies get larger.
This is a classic onboarding and activation problem. Here’s where I’d focus: Fix Onboarding Immediately. You need to optimize your onboarding process to drive activation within the first 7 days. Improve Early Engagement : Beyond onboarding, what are customers doing in the first 30 days?
Customer Success and Support : You can hire 1-2 individual contributors to handle onboarding and support, but its still very hands-on. Customer Success : As you approach $10M ARR, youll need a full CS team to handle onboarding, renewals, retention and upsells. More on that here. AI can’t do it all.
Quentelle’s rapid growth called for a customer onboarding solution that could deliver a more seamless and automated follow-up process to help onboard new clients more expeditiously by driving consistency across the board and providing transparency for internal stakeholders as well as new clients.
Founders who stay close to the work—whether it’s selling, onboarding customers, or even troubleshooting product issues—tend to have a much better understanding of what’s really going on in their business. Whether it’s how to close a deal, how to onboard a customer, or how to handle a tough situation, your team learns by watching you.
They improve onboarding, and integrations, and training, and sales comp plans, and more, and that all helps and is crucial. And this is the similar journey I see with many SMB SaaS start-ups. Growth gets strong, customers are happy but churn still remains stubbornly high. It comes down a bit, but not enough.
Plan to spend at least two weeks of intensive training, just like onboarding a new hire. What We’re Looking to Do Next We’re literally onboarding two more AI sales tools this week. Expect to Spend the Same Time Training AI as You Would a Human This isn’t a “set it and forget it” solution. The upside?
This could include automated customer communications, self-service onboarding flows, and AI-powered support. ” Strategic Implications : Your organizational structure should match your product complexity and customer onboarding needs. .”
Infinicept's PayOps™ platform helps your business onboard and manage merchants so you can generate payments revenue, control your customer experience, deliver an improved product, and increase valuation. Why integrate payments into your platform, and how does Infinicept help?
Video onboarding can be the solution you need when text-only tutorials are driving your users away. Text-heavy onboarding flows can overwhelm new users, leading to increased support tickets and slower activation. So you can build successful onboarding experiences that we know will increase user activation.
One caveat: if your product requires significant onboarding and business process change, monthly pricing sometimes just doesn’t work. Once you have a brand that customers trust, more will prepay annually. In the beginning, at a minimum, you may need to do more paid trials and proofs-of-concepts, or quarterly/monthly deals.
If your product doesnt have AI capabilities baked inwhether its automating workflows, improving onboarding, or delivering predictive insightsits going to feel outdated fast. Onboarding should feel seamless, insights should be delivered without lifting a finger, and workflows should practically run themselves.
Nail Onboarding, and Make It a Key KPI for CS Onboarding is where you win or lose customers. Use it to guide customers through onboarding and deliver value quickly. Dont overcomplicate job descriptions with too many criteriastick to 2-3 must-haves that are hard to train for, like customer empathy and B2B experience.
Before a payment facilitator or other payments company can onboard a new customer (referred to as a merchant) and allow them to begin accepting electronic payments, they need to first ensure that the merchant is a legitimate business that does not engage in any sort of illegal activity.
Quick summary: Everboarding is a continuous, adaptive approach to customer engagement that extends onboarding across the full customer journey. A comprehensive onboarding strategy is still at the top of any customer success team’s list. What is everboarding—and how is it different from onboarding? Time to value.
Let’s be honest, onboarding in SaaS can feel like navigating a labyrinth. As product managers and onboarding specialists, you’re juggling a million priorities: feature adoption, activation milestones, reducing churn… And crafting the perfect email sequence that guides users to success? What are they?
Create systems that can onboard quickly when you find successful channels. You must: Document everything Create training programs Establish regular check-ins Implement proper tooling The Scale-Up Planning : When building beyond 10 people, design for 30-40.
Previously, he led design teams at LinkedIn where he built recommendation products for product onboarding and developed AI chatbots. The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool.
Understand the nuances of speedy onboarding with PayFacs and the enterprise value advantages of ISOs. Our comprehensive article delves into the merits and challenges of Payment Facilitators (PayFac) versus Independent Sales Organization (ISO) registration. Delve deeper into issues of scalability, compliance, and setup.
Invest in Sales Ops Early : Once you have 8-10 salespeople, you’ll need a Sales Ops/Enablement professional to manage training, onboarding, territories, and compensation plans, unless your VP Sales happens to be great at this. Around $10M ARR, you’ll also need to bring in a VP of Sales to structure and scale the team effectively.
Your customer onboarding strategy is the foundation of your future retention and expansion revenue. The right onboarding strategy means more than just getting a customer using your product. But how do you know if your onboarding tactics really work? Is your onboarding process a framework or a free-for-all?
The Result : After pivoting from “payments only” to “payments + compliance,” they onboarded their first 100 clients and raised Series A. Onboarding became “very inefficient.” ” The Discovery : Companies didn’t just need payments—they needed payments plus compliance.
While the product adoption platform offers decent user onboarding and engagement features, it lacks advanced analytics capabilities and is quite expensive. Overview of Chameleon Chameleon is a no-code user onboarding platform that lets SaaS teams create in-app experiences to engage and retain users. Onboarding checklists in Userpilot.
Sure, your teams might get by with standard PM tools, but imagine how much more efficient and effective they could be with a purpose-built tool designed specifically for the new client implementation and onboarding process.
Have them shadow customer success calls, onboarding sessions, and even product team meetings. Here’s how you can accelerate their ramp effectively: Start with Hands-On Training Don’t throw them straight into selling. Spend the first week or two immersing them in the product, ICP, and customer pain points.
10K for an AI workflow that cuts onboarding time by 20%. Rather than hiring one VP at $300K+, distribute that budget across problem-solving bounties. Offer $5K for an AI solution that reduces customer churn by 2%. Your existing team members understand your problems better than any external hire ever will. Make AI fluency a core competency.
Focus on: Building robust security and compliance (SOC 2, ISO 27001) Automating customer onboarding/offboarding Creating enterprise-grade support processes Developing procurement relationship expertise Having clear data handling procedures 5. Master Enterprise-Grade Operations The operational bar is much higher in enterprise.
These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. To address this, you could meet with your team to agree on metrics related to onboarding, such as activation rate , time-to-value, and so on. How to plan product analytics?
Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. A successful customer onboarding process improves efficiency, increases capacity and decreases churn. This playbook features tips from industry leaders and outlines all the steps needed to create a best-in-class onboarding experience.
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