To help you create an effective

joNy147@#

While all these areas are important, there's little reference to a critical topic — SaaS onboarding practices for your new customers. customer success manager using onboarding best practices Onboarding is a hot topic for low-touch, freemium products as companies realize its huge impact on short- and long-term user retention. This focus shouldn't be any different for higher-touch customer success teams. → Download Now: Free Customer Onboarding Templates   Free Kit   This post will focus on ten ways to set yourself up for onboarding success and why these steps are so important. What is SaaS onboarding? SaaS onboarding is a process software companies use to introduce new users to your software service and enable them to adopt it on their team, or company-wide. During the onboarding process, you want to capture your customers' attention because a successful onboarding can reduce customer churn, improve customer retention, and increase customer loyalty.  onboarding process, we’ve got a checklist for you to follow as we delve deeper into our SaaS onboarding best practices.

SaaS Onboarding Checklist SaaS Onboarding Checklist with best practices SaaS Phone Number List Onboarding Best Practices Align your game plan with sales. Build customer success modules into your sales training. Conduct research on the customer. Speak to prospects before sign up. Include ‘New Customer Welcome Time’ into your teams' schedules. Be readily available to the customer. Create value quickly. Create content for the onboarding process. Automate the process where you can. Reinforce goals and stay in touch. . Align your game plan with sales. Customer onboarding is thought of as a customer service task, but it really starts before the customer closes the deal with sales — meaning they serve a big part in delivering a great onboarding experience, too. The expectations set by the sales team about what will happen in the first few days, weeks, or months after purchase can significantly help or hinder onboarding progress and time to prove value for your customers.



Misaligned expectations can be as simple as how quickly the customer will speak to someone after they buy, to something as significant as the time investment required during the onboarding period. A common reason for onboarding going off-course is a disconnect between what is promised, customer expectations, and reality. Pro Tip: To ensure there is no disconnect here, we advocate working on presale content, speaking to prospects, and regular training and reminding sales teams about what your onboarding and customer success programs look like. It sounds simple but requires consistent time and effort, and it gets much more complex as you grow and scale. . Build customer success modules into your sales training. Your new sales hires should be exposed to your onboarding teams’ work. Training doesn't need to be formalized, but reps should join or shadow meetings and calls with the onboarding team to prevent a poor onboarding experience.