Look at onboarding as a bridge between a customers present pain and future success. Its an opportunity to validate your customers investment of time, attention, (and money) in your product.
Stuart Balcombe
January 6, 2023
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1 minute
The numbers are scary as hell:
If you want to avoid early churn and drive adoption for your hard-earned new accounts, you shouldn’t worry about these 3 things when onboarding customers:
These can all come later.
Instead, focus on the direct path to “aha”.
Look at onboarding as a bridge between a customers present pain and future success.
Its an opportunity to validate your customers investment of time, attention, (and money) in your product.
Then…you earn the opportunity to take the next step and increase activation of new features and use cases.
Customers that don’t onboard effectively don’t expand, and rarely renew.
So do this instead:
It doesn’t have to be 100% automated or scalable. It needs to drive successful outcomes.
Customers need to see progress towards their goals.
Customers who see progress will build momentum and increase their investment.
They also don’t require chasing for renewals because they become a non-event.
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