SaaS onboarding makes or breaks your customer retention. It’s a learn-or-churn, adopt-or-get-dropped user experience. When it comes to a Customer Success team, nailing your onboarding process is a must. This is particularly important for organizations with a long or drawn out onboarding process.
Looking to crack the code to create an optimal onboarding experience? Read on and learn how to get your customers to embrace your product, ideas for automating common onboarding activities, and how to position your customers for long-term success.
Monitoring adoption trends is key to driving account expansion. Looking at usage data and license utilization, your team can easily identify which accounts are ready for upsell or cross-sell opportunities.
Keep customers informed with targeted in-app messages alerting them of new product add-ons they might be interested in. In-app messaging allows you to engage customers at the optimal moment: as they use your product.
Don’t let customers get lost in your product. Lead them straight to value with multi-step in-app guided tours. By directly engaging and supporting users inside your application, your team is positioned to identify trial users who are ready to be converted into paid accounts.
Customer Success teams thrive by taking a data driven approach. Expansion sale activities are no exception. Use customer data and automation to trigger personalized communications that target the right customers, at the right time, with the most relevant upsell offers.
Relevant posts just for you:
How to Create a Great User Onboarding Experience That Leads to Product Adoption and Customer Success
6 Dos and Don’ts for Improving Your Customer Onboarding
A Quick-Start Guide to Low- and High-Touch Onboarding Outreach Using Plays
Content from around the web:
4 Steps To Successful Customer Onboarding (via The Success League)
Onboarding Your Customers with Purpose, Momentum, and Precision (via ESG)
Onboarding ≠ Implementation (via Springboard Solutions)
Sample SaaS Customer Onboarding Cadence (via SaaSX)
If you’re looking to improve your customer onboarding process, look no further than ChurnZero’s real-time Customer Success platform. Our robust automation tools enable CS teams to reduce previously manual day-to-day tasks and communications. Paired with Journeys and In-App communications, your team is equipped to track customer onboardings with ease and deliver proactive engagement at ideal time and place. Paired with Walkthroughs, multi-step guides that integrate into your product, your team will be ready to guide customers to success.
Ready to see the impact ChurnZero can have on your Customer Onboarding efforts? See ChurnZero Live
