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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?
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.
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. The results speak for themselves – Checkr now maintains incredibly strong retention rates with GRR in the high nineties.
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.
In today’s competitive business environment, the only way to win is with a salesforce that’s fully onboarded and equipped with deep product knowledge, use cases, best practices and objection handling. If you’re trying to train all your sales reps while minimizing costs, an online training platform can help you do more with less.
As a new Customer Success Manager (CSM), here’s what you need to know to hit the ground running and make an impact: Understand Your Role’s Revenue Impact — Revenue vs Retention : Customer Success isn’t just about keeping customers happy anymore at most B2B companies —it’s often a revenue-driving function now.
This ensures you’re proactively driving retention, upsells, and customer satisfaction from the start. Focus on Retention and Expansion The CS team’s primary job is to retain customers and drive expansion revenue. This alignment can drive better retention and faster expansion revenue. But expansion can wait.
A good playbook for customer success is all about driving retention, expansion, and customer happiness while making it scalable: Hire Truly Product-Savvy Customer Success Managers at First Focus on hiring people who customer-focused product nerds to start. Focus on Net Retention Net retention is the ultimate metric for customer success.
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!
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. Theyll focus on driving net revenue retention and building a scalable CS function. More on that here. No managers here that don’t do 100% of the work themselves. AI can’t do it all.
They improve onboarding, and integrations, and training, and sales comp plans, and more, and that all helps and is crucial. All that does in fact drive up retention, to an extent. Growth gets strong, customers are happy but churn still remains stubbornly high. It comes down a bit, but not enough.
86% of customers say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought. This includes writing the perfect email onboarding sequence that guides your customers through the user journey. Here’s my quick guide to crafting stellar onboarding emails.
We continue our series of posts looking back through the Inside Intercom archive with a selection of some of our most popular posts on customer retention. Customer retention is the new conversion. Key takeaway: “Net dollar retention is the single defining characteristic of a successful business.
A retention campaign that paints a commercial relationship as a personal one will always be awkward at best and at worst will create ill will. Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. Identify and solve the problems that caused churn.
Just look at the numbers: Enterprise customers bring 95%+ best-in-class retention vs. 85% in mid-market. But the rewards – higher retention, bigger deals, and ultimately a much larger TAM – make it worth the investment. That compounds dramatically over time.
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. But videos provide a more human way to guide and demonstrate how your app works, and drive customer retention.
At OnBoard , we believe board meetings should be informed, effective, and uncomplicated. Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 2,000 organizations and their 12,000 boards and committees in 32 countries worldwide. Join these incredible companies to experience all the value of SaaStr!
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.
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?
At times, even a great in-app onboarding flow isn’t enough. That’s where an onboarding email sequence comes in. In the long run, it will encourage product adoption, boost customer retention, and reduce churn across the entire customer lifecycle. I always make sure the onboarding email complements the in-app experience.
“Retention is the new acquisition,” says Co-Founder and CEO of Insider, Hande Cilingir. Harvard Business School Research says that “increasing customer retention rates by only 5% increase a company’s profits by 25-95%.” Customer retention means building relationships with people. That’s huge! a feat Insider has achieved.
In 2025, the top customer leaders are engineering retention by building systems that detect risk early, reinforce value continuously, and empower every team member to act. Shifting your team’s mindset to proactive customer retention is a major shift, but the good news is that you can start now. 4: Strategy: Prioritize NRR.
Success requires: AI-driven innovation Laser-focused value propositions Rapid time-to-value strategies By understanding and adapting to these emerging AI trends, go-to-market teams can transform these trends into opportunities for growth and customer retention.
Align Incentives with Long-Term Success : By tying incentives to go-lives or early usage milestones, you ensure that sales leads focus on onboarding customers properly and setting them up for success. Increasing customer consumption and retention. Criteria for activation: Customer completes onboarding within 30 days.
User onboarding is not a one-person job. We have to oversee how we’re engaging customers , how we’re structuring emails in our onboarding sequence, and what user experience we’re providing once they’re on the app. Based on my experience, here are a few onboarding email templates that I believe can serve as inspiration!
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 Framework : Account management wasn’t just retention—it was expansion revenue. Three months later: Series B.
A great user onboarding experience shouldnt stop at your web app. With Userpilots mobile onboarding , you can create native-feeling in-app experiences that are quick to launch and dont need developer handoffs. In this guide, well explore how it works, what sets it apart, and why it could be the right fit for your onboarding strategy.
As we all know, the SaaS ecosystem has changed dramatically over the last few years, and customer retention and expansion are becoming increasingly important for SaaS … Account Management is a delightfully intricate balance of art and science. Onboarding Specialist? Now, retention is key to maintaining sustainable growth.
That tight alignment means faster time-to-value for your users, higher adoption rates, and stronger customer retention. Onboarding becomes repeatable. ClientTether ClientTether is a top-rated franchise CRM built to support every stage of the franchise lifecycle—from development and onboarding to ongoing unit success.
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?
Most advice on app retention strategies out there is copy-paste fluff. Youll hear the same generic list: improve onboarding, send push notifications, or show in-app messages. When I started digging into the retention strategies of successful mobile apps, I noticed a pattern. A contextual onboarding process does exactly that.
Too many of us settle for glacial times to deployment, and are too slow to onboard new customers. Better Retention Than the Lowest Quartile. It really pays to lean in on retention, especially if you sell to SMBs. Especially in UI/UX, onboarding, and conversions. Do better here. 74% of Mobile Business Apps Renew.
Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion. Automated customer onboarding. SmartKarrot Best for : Handling customer growth and account management (expansion and retention) operations.
Be relentless about building features that increase retention. I don’t see enough SaaS SMB company relentlessly talking about the impact of new features on retention. Get better at onboarding. A lot of churn lurks in poor onboarding. A lot of churn lurks in poor onboarding. And measuring it.
As customer success came into its own, it was often seen as distinct from account management, focused on customer retention and happiness and NPS and CSAT. To solve onboarding issues? Just a few bits of advice here: Focus as much on New Net Customer Growth and Logo Retention / GRR as NRR. To get that integration working?
For example, say a user opens your app, skips the onboarding tutorial , and heads straight to the dashboard. Which in-app behaviors correlate with long-term user retention? Because now, you can: Improve onboarding by identifying friction points. Only to lose interest and leave without using any key feature.
Example: A SaaS that manages freelance marketplaces can offer FedNow-enabled payouts to gig workers, boosting satisfaction and retention. No cost with automated onboarding, revenue share, and built-in PCI Level 1 compliance (the highest level of security.) The post How to Leverage FedNow appeared first on USIO.
Late Building partner programs tend to focus on reselling and retention. . Over time, we added Partner Tiers based not just on sales, but customer retention and performance certifications. A consistent onboarding system that predictably creates early sales rep success.
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. What are the 4 major elements of a product strategy?
Dan, a Stanford-trained engineer with experience guiding companies like Intuit, understands how to optimize your product metrics for growth by focusing on retention and building a product users truly value. While Product B may not attract as many new users, the ones it does acquire have high retention rates.
How does customer onboarding in banking work? You will also learn the main challenges involved in the onboarding process in banking, best practices and explore the best onboarding software tools for the job. Use analytics to identify and improve areas of friction in the onboarding process. Let’s dive right in!
Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). A lack of onboardingOnboarding is critical when it comes to successful user adoption of a new product. By streamlining the onboarding process to make it quick and easy, users will be able to recognize the value upfront.
Invest Heavily in Onboarding Your typical employee takes about three to six months to get ramped. That’s a lot of time in startup land and doesn’t work, so you want to think about how to compress these onboarding times so employees hit their stride much quicker. Let’s use net dollar or net revenue retention as an example.
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