[{"data":1,"prerenderedAt":236},["ShallowReactive",2],{"blog-page-57":3},{"posts":4,"pagination":171,"availableTags":177},[5,43,64,97,125,146],{"id":6,"uuid":7,"title":8,"slug":9,"html":10,"comment_id":11,"feature_image":12,"featured":13,"visibility":14,"created_at":15,"updated_at":16,"published_at":17,"custom_excerpt":18,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":20,"authors":21,"tags":29,"primary_author":36,"primary_tag":37,"url":38,"excerpt":18,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":8,"og_description":18,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":41,"meta_description":42,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980679","3ae18784-6b24-43a6-90e4-208b344b79c9","Understanding customer value at companies where everything is fast-moving with Colin Crowley (PART 2)","understanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks","\u003Cp>The evolution of mousetraps has been an epitome of innovation and a source of tourism in the form of mousetrap museums. We have been fawning about this in the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F?ref=blog-api.saastube.io\">first part of our blog\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>However, one other thing happened around the same time the rodent distress rose to its peak. As herds of people took stakes and torches to the incessant scuttle between the walls, a sneaky wild cat killing a rodent made humans go crazy.\u003C\u002Fp>\u003Cp>The \u003Ca href=\"https:\u002F\u002Fwww.topofthelyne.co\u002Fp\u002Fthe-expansion-manifesto-part-13??ref=blog-api.saastube.io\">wild cat, now domesticated\u003C\u002Fa>, landed on all fours into human life, integrating itself as a good SaaS product should. There is much to be learned about integration and expansion from cats. \u003C\u002Fp>\u003Cp>Cats had their first step in the door by solving pressing problems, just like a good SaaS product. By 2022, there were 600 million pet cats around the world. It is mindblowing to think that this catscape formed with one cat mellowing its feral cry to a husky purr. The same growth can be mimicked with a SaaS product by cross-selling and upgrading its way into the broader ecosystem of the organization.\u003C\u002Fp>\u003Cp>While this sounds like the apparent road map for a SaaS product, the path is neither clear nor direct. We spoke with\u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fcolin-crowley-40092430\u002F?ref=blog-api.saastube.io\"> Colin Crowley, a customer experience innovator and CX advisor at Freshworks,\u003C\u002Fa> to understand how customer value affects the product. \u003C\u002Fp>\u003Cp>In the first part of the series, we covered why understanding customer value is important to be successful for your business, but that led us to more questions. If customer value is vital for product adoption, as we explored in our first part, what happens to customer value at different stages of growth when the said growth threatens to bring about a change?\u003C\u002Fp>\u003Cp>In general, growth has a stronger grasp on customer value at two stages. This blog will focus on why we should care more about customer value in early-stage companies or scaling companies keen on automation. \u003C\u002Fp>\u003Cp>Luckily for us, Colin spends most of his time helping startups and companies that focus on product-led growth. Here are a few tips he gives to companies growing or wanting to automate things from the beginning.\u003C\u002Fp>\u003Ch2 id=\"4-ways-to-win-at-customer-value-during-rapid-growth-in-companies\">\u003Cstrong>\u003Cstrong>4 ways to win at customer value during rapid growth in companies\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh2>\u003Ch3 id=\"1-collecting-feedback-from-customers-from-day-1\">1. Collecting feedback from customers from day 1\u003C\u002Fh3>\u003Cp>There is a boon and a bane about being at step 1.\u003Cbr>Tim Urban from Wait but Why shows the interplay between unknown possibilities through his life path diagram. At every fork of a branch lies a unique path that leads through a different set of experiences. The same applies to a product at step 1. Until it finds the sweet spot in the market, it keeps shifting gears to find its ever-evolving audience.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“If you're in the startup space, it’s key that you work to understand your customers as soon as possible so that you make smarter business decisions and set a firmer foundation for your business.”\u003C\u002Fblockquote>\u003Cp>This understanding shifts the onus on businesses to have a strategy set in place to gather customer data from day 1.\u003C\u002Fp>\u003Cblockquote>“You can track how they (your customers) interact with your website or use AI-powered technology to tag their incoming contacts automatically. Or maybe you use similar technology to perform text or sentiment analysis, or maybe you have a concerted strategy of getting feedback through surveys, focus groups, or some sort of voice of the customer initiatives.”\u003C\u002Fblockquote>\u003Cp>It is vital to be proactive about collecting customer data upfront because a startup is at a crucial stage where it needs to understand its customers, and it's easier to do that with a proactive approach.\u003C\u002Fp>\u003Ch3 id=\"2-empower-customers-to-choose-their-journey\">2. Empower customers to choose their journey\u003C\u002Fh3>\u003Cp>You’d have noticed the \u003Ca href=\"https:\u002F\u002Fwww.smithsonianmag.com\u002Finnovation\u002Fsurprisingly-long-history-of-choose-your-own-adventure-stories-180980014\u002F?ref=blog-api.saastube.io\">uptick of ‘Choose your own adventure’ \u003C\u002Fa>as a genre in recent years. It democratizes storytelling by giving every viewer and interactor an opportunity to narrate their experience.\u003C\u002Fp>\u003Cp>Picking a thread from the genre, why not empower your customers to interact with your products as widely as possible early on and notice how customers naturally navigate?\u003C\u002Fp>\u003Cp>You can experiment with how you introduce your product to the customer. The process can vary from being very handheld and gated, where you walk the customer through your product on an intricate level, versus letting people sign up for a free trial and to navigate and let the product value naturally expose itself to them. Here the human is only an additional resource.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“A key theme in customer experience these days is customer empowerment, which basically means wherever you can maximize the options your customers have because your customers know what they need and they know how best they want to navigate your product or your service.”\u003C\u002Fblockquote>\u003Cp>When you let customers choose their narrative, you’d easily be able to spot them distilling into two funnels. Some customers are more likely to jump into the product, go with the free trial, and start building out systems. There also exists a particular subset of customers who have different organizational needs or different organizational acumen and want a more handheld experience.\u003C\u002Fp>\u003Cblockquote>“There's also the added benefit that, if you give power to customers to navigate things on their own terms, there are things that you will learn about your product or your service through how customers choose to navigate. If, however, you create a rigid structure that forces customers down certain behavioral patterns, you don’t learn as much from how they behave because their steps are predetermined. Let customers roam free first, learn how they use that freedom, and create structures from there, rather than impose them at the beginning.”\u003C\u002Fblockquote>\u003Ch3 id=\"3-remember-to-dream-big-\">3. Remember to dream big.\u003C\u002Fh3>\u003Cp>As much as one needs to listen to customer feedback, a business should also know when to take the plunge. Staying within the borders of customer feedback or wants might limit the product’s scope.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“The minute you start to go down the product route, and you get customer feedback, and you have to iterate based on that feedback, then you're more consciously operating in a more limited environment, which could limit your vision or even your appetite for dreaming big because you’ll be focused on today’s problems, not tomorrow’s possibilities.”\u003C\u002Fblockquote>\u003Cp>When launching a product or service, it is vital to use the opportunity to dream big in terms of what you want to achieve out of what you launch.\u003C\u002Fp>\u003Cblockquote>“As much as possible, don’t overthink exactly how customers will interact with every little crevice of the product because, to some extent, you never really know - but rather take that opportunity to dream big with your vision. And then, when you launch your product, go and do that deep dive into customer opinion and the customer experience and let reality temper your vision. The key thing is to let customers temper the vision from their real-world feedback rather than tempering it yourself based on presumptions that may be incorrect.”\u003C\u002Fblockquote>\u003Cp>This is especially true when you have a market niche for your product or service. It is more the reason to shun the naysayers from a practical perspective when you have a strong opinion on the product's viability.\u003C\u002Fp>\u003Cblockquote>“There'll be plenty of time to iterate from there, but early on, you have a unique opportunity to dream big - so take it.”\u003C\u002Fblockquote>\u003Ch3 id=\"4-understanding-customer-value-is-not-about-your-product-\">4. Understanding customer value is not about your product.\u003C\u002Fh3>\u003Cp>When it comes to startups and launching ideas into the world, it is always a concoction of big dreams, audience reactions, and going out on a limb. Only sometimes can you stay closer to your customer value throughout your journey to the product-market fit. A longer journey takes a longer time to reach the goal. But there are many other ways to hedge your bets.\u003C\u002Fp>\u003Cp>One thing that Colin wants everyone to take away is that customer value isn't just about the product.\u003C\u002Fp>\u003Cblockquote>“A perfect example is the human component. Maybe you go out on a ledge with your product when you first launch, but if you're making sure that you have a robust human infrastructure when you launch, and customers feel valued and supported, it helps you hedge your bets with the product. Customers will see value in your attentiveness and customer service, and this provides space for you to iterate with the product while still delivering value elsewhere.”\u003C\u002Fblockquote>\u003Cp>It is more important to understand that value is created on all fours. The other factors can be used to create a supporting infrastructure, so it's about more than just the product. This knowledge liberates an organization to innovate with its product, as not every change is tied to customers’ trust.\u003C\u002Fp>\u003Cp>In the final part of the three-part series with Colin Crowley, we will explore how customer value arises from understanding your customer experience and real-life examples from Freshworks to support the claim. Stay tuned to learn more!\u003C\u002Fp>","63c92fa571a28704ea45981e","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FMouseTrap-Blog-03.jpg",false,"public","2023-01-19T11:55:17.000+00:00","2023-09-14T07:57:45.000+00:00","2023-01-19T12:08:56.000+00:00","If customer value changes at different stages of growth, what happens to customer value at fast-moving companies where change is the norm?",null,"https:\u002F\u002Ftrainn.co\u002Fblog\u002Funderstanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks\u002F",[22],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},"6a348563a714870001980624","Sinduja Krishnakumar","sinduja","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F03\u002FScreen-Shot-2023-03-31-at-7.41.15-PM.png","I am an AI slayer who Batmans her way to humanize content with the help of algorithms and SEO. Currently revamping customer education with Trainn.","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsinduja\u002F",[30],{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"6a348564a714870001980647","Customer Experience","customer-experience","Customer experience is the sum of all moments, interactions, and emotions that leaves an indelible impression, shaping the perception and loyalty towards a brand. These blogs will help you create a lasting impression on your customer.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-experience\u002F",{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"https:\u002F\u002Fblog-api.saastube.io\u002Funderstanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks\u002F",6,true,"Customer Value at Startups with Colin Crowley from Freshworks","Colin Crowley from Freshworks explains customer value in early-stage companies or scaling companies keen on automation.",{"id":44,"uuid":45,"title":46,"slug":47,"html":48,"comment_id":49,"feature_image":50,"featured":13,"visibility":14,"created_at":51,"updated_at":52,"published_at":53,"custom_excerpt":54,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":55,"authors":56,"tags":58,"primary_author":60,"primary_tag":61,"url":62,"excerpt":54,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":46,"og_description":54,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":63,"meta_description":54,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980678","7cb5ea47-3f78-43bf-b9ae-9bfda57c4c4c","Decoding customer value: What is customer value, and how does it help with your product adoption with Colin Crowley (Part 1)","how-to-measure-customer-value-importance-colin-crowley-freshworks","\u003Cp>Did you know that there are over 4000 mousetrap patents just in the USA, and this is not counting the designs that were not patented? \u003C\u002Fp>\u003Cp>A quote wildly attributed to Ralph Waldo Emerson says, “Build a better mousetrap, and the world will beat a path to your door.” \u003C\u002Fp>\u003Cp>The logic is simple. There would be as many mouse traps in the world as there are mice. Even if every mouse trap executed the same task, the misery of having a nosy rodent drives people to find the next best mouse trap.\u003C\u002Fp>\u003Cp>In a discreet corner of Emerson’s journal, a scribbled note expanding beyond mouse traps said that ‘the world would beat a path to the door of anyone who sold better corn, wood, boards, pigs, chairs, knives, crucibles, or church organs.’\u003C\u002Fp>\u003Cp>A ‘better’ or a ‘great product’ is tricky because even household brands have had massive misses; take the example of New Coke or Newton, Apple’s first PDA.\u003C\u002Fp>\u003Cp>In a mission to understand the secret sauce of a great product, we asked the underlying question of how people perceive the value of the product. Rather than targeting a product-market fit, we narrowed it down to a product-human fit. \u003C\u002Fp>\u003Cp>Our hypothesis was product value is dictated by what the customer perceives about the product in unison with what the product perceives of its customer. It is a two-way stream, and when the expectations meet mid-way, it can lead to product adoption.\u003C\u002Fp>\u003Cp>We asked \u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fcolin-crowley-40092430\u002F?ref=blog-api.saastube.io\">Colin Crowley, a customer experience innovator and CX advisor at Freshworks\u003C\u002Fa> to decode the importance of customer value and how it makes or breaks the product. \u003C\u002Fp>\u003Cp>The insights from the conversation were so deep that we had to break down our understanding of customer value into three parts.\u003C\u002Fp>\u003Cp>Part 1: What is customer value, and how do we measure it?\u003C\u002Fp>\u003Cp>Part 2: How does a startup or a scaling company build customer value and ride the Trojan horse to success?\u003C\u002Fp>\u003Cp>Part 3: The overlooked link between product experience and customer value.\u003C\u002Fp>\u003Cp>But before we move to our takeaways from the conversation,\u003C\u002Fp>\u003Ch2 id=\"what-is-customer-value\">What is customer value?\u003C\u002Fh2>\u003Cp>Customer value is self-explanatory. It measures the product or service’s value through the eyes of the customer and is a correlation between their effort and the price they pay compared to their opportunity costs. \u003C\u002Fp>\u003Cp>Simply put, it is the perceived worth of the product to the customer compared to the alternatives. \u003C\u002Fp>\u003Cp>Customer value is an important metric to consider as it is directly related to the satisfaction of your customer. It isn't always a byproduct of your product’s sophistication, and that gives one more reason to look at customer value beyond a formula.\u003C\u002Fp>\u003Cp>We asked Colin Crowley what customer value is and how to perceive it if we want to be in the same boat as the customer. Here are the top points.\u003C\u002Fp>\u003Ch2 id=\"how-to-understand-customer-value\">How to understand customer value?\u003C\u002Fh2>\u003Ch3 id=\"1-think-beyond-the-formula-\">1. Think beyond the formula.\u003C\u002Fh3>\u003Cp>Being a customer of software and a CX leader at many organizations, Colin has seen two sides of the spectrum. He strongly believes that customer value is far from being restricted within a formula. \u003C\u002Fp>\u003Cp>He says, \u003C\u002Fp>\u003Cblockquote>“Formulas have their place - and sometimes you can try to metricize and formulize things at least, so you get something that's more trackable. But customer value is really beyond the formula and involves key intangibles. Acknowledging those and finding a way to incorporate them into your value calculator is crucial.”\u003C\u002Fblockquote>\u003Ch3 id=\"2-consider-your-product-ecosystem\">2. Consider your product ecosystem\u003C\u002Fh3>\u003Cp>When thinking about customer value, it is often broken down as the customer’s expectations in the light of a single product but is also about the total products in the company’s ecosystem.  \u003C\u002Fp>\u003Cp>Colin elaborates on this view based on his experience with leaders and investors who generally place a huge value on companies that have a wide suite of products. They might opt for only one product today, but it leaves the room open for them to potentially bring other products from the company into their larger ecosystem.\u003C\u002Fp>\u003Cp>Many times companies overlook the benefit an ecosystem of products offers to its customers in terms of less siloing of data, less administrative inefficiencies, and so forth. Colin says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“Sometimes people think of customer value product-by-product, but it's important to understand that any product is also part of the ecosystem in which other products operate and that that ecosystem can increase the value of a given product or make a consumer be more forgiving about current product deficiencies.\"\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Playvox is a company that has deliberately developed a wide suite of product offerings that are complementary to each other across quality assurance, customer surveys, workforce management, and beyond. \u003C\u002Fp>\u003Cp>Freshworks, where Colin works, similarly offers products for customer support, IT ticket management, business services, sales and post-sales marketing engagement, and even a new free surveying tool. The ideology is that there are so many different things in the product ecosystem that adds value to customers so they can experience different products and have a single source solution for many things.\u003C\u002Fp>\u003Ch3 id=\"3-hand-over-the-map-to-your-customer-\">3. Hand over the map to your customer.\u003C\u002Fh3>\u003Cp>A realization that hit Colin at Freshworks was about how with their suite of products, they spent too much time talking about what they had today rather than what they were going to do tomorrow.\u003C\u002Fp>\u003Cp>Colin says customer value, in fact, is only 50% about what is there today, and the rest is reliant on the product capability of tomorrow.\u003C\u002Fp>\u003Cp>He says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“If you want to have a relationship with a company and you intend to grow with that company and grow with their product and grow with their service, you want to know where they're heading and why they're heading there and how they plan to get there. Speaking to the innovation at the heart of your business is just as important as what the products are doing today.”\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Including your customer in your broad vision and being able to articulate it is important. But most importantly, being able to show things that exemplify it as well is also really important.\u003C\u002Fp>\u003Ch3 id=\"4-build-on-human-relationships\">4. Build on human relationships\u003C\u002Fh3>\u003Cp>The most undervalued asset while calculating customer value is human relationships. Many times companies are very product-focused, and as part of the Voice of the Customer initiative at Freshworks, Colin ensures that the messaging of the company goes beyond what the product delivers but also about the human relationships it helps build.\u003C\u002Fp>\u003Cp>Customer value is directly tied to the customer's feelings about their relationship with the product. The people behind the product build this relationship. Freshworks captures the essence of human relationships at the very first. Colin says,\u003C\u002Fp>\u003Cblockquote>“I see all these different things we're doing to invest in the human relationship through offering special onboarding, superior customer service, closer relationships with Customer Success Managers, and even industry experts like myself who offer complimentary best practice advice. We're also doing all this stuff in our online community, and we have all these interesting programs in customer success to reach out to customers. These things are part of the value proposition of a company, alongside the products.”\u003C\u002Fblockquote>\u003Ch3 id=\"5-customer-value-is-different-for-different-customers\">5. Customer value is different for different customers\u003C\u002Fh3>\u003Cp>The one thing about customer value that seems self-explanatory but also gets overlooked is that customer value can be very dependent on different customers. Colin says, “it's important to understand the different types of customers you have and to segment your customers naturally based on how they segment themselves.”\u003C\u002Fp>\u003Cp>It’s never one-size-fits-all, and there may be certain things that are general across your organization in terms of the service and products you offer, but it's also important to understand that there are different nuances across different customers and to make sure that you're also looking at customer value through the eyes of different types of customers.\u003C\u002Fp>\u003Cp>He says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“It's very organization-dependent in terms of what those different types of customers are. It could be based on business size, or it could be based on their level of prior investment or maturity or loyalty, perhaps.”\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Understanding customer value depends on the organization and puts the onus on you as a company to do due diligence and understand the value you bring to different customer types.\u003C\u002Fp>\u003Cp>Colin asks every company, irrespective of their size, to ask themselves, “Where should we segment our customers in terms of where we see differences in customer needs and how customers may perceive value and make sure that you're being very mindful of that when you're developing your products.”\u003C\u002Fp>\u003Cp>The most important time an organization needs to look into customer value is from step 0 when they are building their product. But an early-stage or a rapidly growing startup might have many moving parts. In that case, how does one account for customer value when the customer and the product evolve in ways unseen?\u003C\u002Fp>\u003Cp>What does Colin think about a shapeshifting ocean of startup dilemmas?\u003C\u002Fp>\u003Cp>Watch out for Part 2 for more information. Psss, here's a sneak peak\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cdiv style=\" position: relative; padding-bottom: 56.25%; height: 0; border-radius: 0; box-shadow: 0 15px 40px rgba(63,58,79,.3); overflow: hidden; width:100%\">\u003Ciframe src=\"https:\u002F\u002Fwiki.portal.trainn.co\u002Fshare\u002FC1nhLfv2iAJE0ptlU1tYXg\u002Fembed?autoplay=false\" frameborder=\"0\" webkitallowfullscreen mozallowfullscreen allowfullscreen allow=\"autoplay; fullscreen\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\">\u003C\u002Fiframe>\u003C\u002Fdiv>\u003C!--kg-card-end: html-->","63bd473d71a28704ea459724","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FBlog-Part-One.jpg","2023-01-10T11:08:45.000+00:00","2023-09-14T08:00:49.000+00:00","2023-01-12T11:25:52.000+00:00","Is customer value a two-way stream? If so, how do we understand the importance of customer value beyond a formula?","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F",[57],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},[59],{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"https:\u002F\u002Fblog-api.saastube.io\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F","Decoding customer value in SaaS with 5 steps with Colin Crowley",{"id":65,"uuid":66,"title":67,"slug":68,"html":69,"comment_id":70,"feature_image":71,"featured":13,"visibility":14,"created_at":72,"updated_at":73,"published_at":74,"custom_excerpt":75,"codeinjection_head":19,"codeinjection_foot":76,"custom_template":19,"canonical_url":77,"authors":78,"tags":84,"primary_author":91,"primary_tag":92,"url":93,"excerpt":75,"reading_time":94,"access":40,"comments":13,"og_image":19,"og_title":67,"og_description":75,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":95,"meta_description":96,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980677","16a74d4c-bc88-4c4f-a3c9-87fe5b7cce4a","Scuba Diving Into The Importance of Customer Retention","customer-retention-importance","\u003Cp>Have you taken pictures while scuba diving?\u003C\u002Fp>\u003Cp>Most people try and fail to take good pictures when it comes to scuba diving. Until they discover a secret: they can't stay still underwater but can hold onto nearby objects to steady themselves. Same way businesses try and fail. And here the secret is—giving your customers something to hold on to.\u003C\u002Fp>\u003Cp>Sadly, only \u003Ca href=\"https:\u002F\u002Fwww.invespcro.com\u002Fblog\u002Fcustomer-acquisition-retention\u002F?ref=blog-api.saastube.io\">18% of companies\u003C\u002Fa> focus on retaining their existing customers, while 44% focus on acquiring new customers.\u003C\u002Fp>\u003Cp>Who doesn’t want to grow an extensive customer base? Is getting new customers the key to growth?\u003C\u002Fp>\u003Cp>Indeed all, and yes.\u003C\u002Fp>\u003Cp>Growing a more extensive customer base can be thrilling, but retaining customers can make a difference in the growth of your business. But how?\u003C\u002Fp>\u003Cp>Gear up; let’s dive.\u003C\u002Fp>\u003Ch2 id=\"what-is-customer-retention\">What Is Customer Retention?\u003C\u002Fh2>\u003Cp>It’s always better to know the sea before we dive into it, so let’s see what customer retention is.\u003C\u002Fp>\u003Cp>Customer retention is about building strong customer relationships, providing value in every interaction, and building loyalty that inspires repeat purchases. In simple words, customer retention refers to the ability of businesses to hold on to their customers for an extended period.\u003C\u002Fp>\u003Cp>Suppose a grocery store gets a customer to make repeat purchases for a longer period; that is customer retention.\u003C\u002Fp>\u003Cp>Hope that explains how the sea looks. Now it's time—masks on for a deeper dive.\u003C\u002Fp>\u003Ch2 id=\"why-is-customer-retention-important\">\u003Cstrong>Why is Customer Retention Important?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>“Late for work? We got you!” Uber’s alert notification at 9:32 a.m. is a part of its retention marketing (marketing to existing customers). Why are they focused on existing customers too?\u003C\u002Fp>\u003Cp>According to \u003Ca href=\"https:\u002F\u002Fmedia.bain.com\u002FImages\u002FBB_Prescription_cutting_costs.pdf?ref=blog-api.saastube.io\">Brain & Company\u003C\u002Fa>, a 5% increase in customer retention can increase revenue by 25%. That’s not all.\u003C\u002Fp>\u003Cp>Here are five reasons why customer retention is important.\u003C\u002Fp>\u003Ch3 id=\"strengthens-customer-relationships\">\u003Cstrong>Strengthens Customer Relationships\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When you retain loyal customers, you are more likely to build a strong relationship with them over time. This relationship further helps you unearth data that helps you understand what your customers prefer and sets the blueprint for growing your raving fans amidst customers.\u003C\u002Fp>\u003Cp>The\u003Ca href=\"https:\u002F\u002Fsegment.com\u002Fstate-of-personalization-report\u002F?ref=blog-api.saastube.io\"> latest Segment report\u003C\u002Fa> says 49% of customers are more likely to remain in business because of personalized experiences.\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002F-1M1L9WOI6IbvA2o1eAtTpz-3lnzPKbxP-ovkvaRnbi7NsxSRk_uP2Mi5hhoo4Y89AnuxRraxK0wZhm92vFLGGkweB_6KA1EK070Z7L1SKri71QjbjL_3U834hJfUVS-nmJNNiGbtcQG1dB03VRmvUx_gJYFEZwQAqizkxzSRpQ8ieIbwatyU3YD2bPC\" class=\"kg-image\" alt=\"Customer Retention Importance: Sephora Landing Page\" loading=\"lazy\">\u003Cfigcaption>Source: Sephora\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Sephora is a renowned e-commerce beauty company known for \u003Ca href=\"https:\u002F\u002Fwww.sephora.com\u002Fbeauty\u002Fprivacy-policy?ref=blog-api.saastube.io#HowSephoraUsesInformation\">personalizing its customer experience\u003C\u002Fa> with data and building strong customer relationship.\u003C\u002Fp>\u003Cp>For instance, when a user buys regular products for frizzy hair. Sephora's notifications like, “Frizzy hair? Try [Serum].” intrinsically tempts the user to make a purchase. A study also says that Sephora's repeat users spent \u003Ca href=\"http:\u002F\u002Fwvuseoandanalytics.blogspot.com\u002F2014\u002F12\u002Fsephora.html?ref=blog-api.saastube.io\">15 times more than the average user\u003C\u002Fa> because of their personalized experience.\u003C\u002Fp>\u003Ch3 id=\"creates-customer-expansion-opportunities\">\u003Cstrong>Creates Customer Expansion Opportunities\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer expansion means providing additional value to your existing customers, which in turn helps increase your revenue.\u003C\u002Fp>\u003Cp>As discussed, the longer you retain customers, the more data you know about them. This opens the door to selling additional products and makes users upgrade or buy relevant add-ons to their existing plans.\u003C\u002Fp>\u003Cp>Upselling not only helps the user get the right deal but also helps us generate more revenue when customers stick around longer. Technically, your product's \u003Cstrong>LTV \u003C\u002Fstrong>(Life Time Value - the total revenue generated from a customer) increases.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002Fmo0tWs-Ika5V2vjiP-YcelnVPYmpSsCDGOO_kRXpHKfIatCW-SAjbWag2RT4chZ2M5yblMCo0F3L8_5B3coNO85aKFouMyPTG4tzmMUfWqM6kphRBaB_uHm7wW-U82xBq9DC06QGCBWLWUCx-hDXtjXtmhFEsGMjKac38AlisO52TgfgK6A5OwbOnpJ4_A\" class=\"kg-image\" alt=\"Customer Retention Importance: Grammarly application\" loading=\"lazy\">\u003Cfigcaption>Source: Grammarly\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fapp.grammarly.com\u002F?ref=blog-api.saastube.io\">Grammarly\u003C\u002Fa>, a cloud-based typing assistant, shows its free users why a premium plan might be more useful to them based on the usage data. This aids in converting existing free customers to paid subscribers, increasing the LTV.\u003C\u002Fp>\u003Ch3 id=\"reduces-marketing-costs\">\u003Cstrong>Reduces Marketing Costs\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.saas-capital.com\u002Fblog-posts\u002Fspending-benchmarks-for-private-b2b-saas-companies\u002F?ref=blog-api.saastube.io\">SaaS Capital's 2022 Spending Benchmarks\u003C\u002Fa> reports that the median annual sales and marketing spending percentage at 26%. In contrast, marketing to existing customers requires a lower budget as it eliminates the need to introduce your product, create brand awareness, and so on.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh6.googleusercontent.com\u002FqEbe4E1hOpaoecedY_ypDZkpz9Qzi5bzazG4YnNo8hY7IV3kOw8_Ft3RVMUAUBZurILLFMIIOvq1Y7MRX5Ix5skecnvljS8gJRjCDcxDi2eJa8C1ybgnvr9zNj2bdRSv_Yejr66vazjHwHVIoA09Wep-fb0ehXyyzw3DZQEcXq5biAOD0OW90sQDGYuEiA\" class=\"kg-image\" alt=\"Zappos Loyalty program\" loading=\"lazy\">\u003Cfigcaption>Source: Zappos\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.zappos.com\u002Fabout\u002F?ref=blog-api.saastube.io\">Zappos\u003C\u002Fa>, an online retailer, launched ‘Zappos Rewards’ in 2010 as a part of their customer retention strategy. The Zappos Rewards program offered members free expedited shipping and other perks, such as early access to sales and exclusive product offerings.\u003C\u002Fp>\u003Cp>According to \u003Ca href=\"https:\u002F\u002Fwww.forbes.com\u002Fsites\u002Fbryanpearson\u002F2016\u002F10\u002F21\u002Fzappos-rewards-and-online-loyalty-5-ways-digital-retailers-excel-at-rewards\u002F?sh=35c115a7f33d&ref=blog-api.saastube.io\">Forbes,\u003C\u002Fa> the program had successfully retained customers and reduced the company's marketing expenses. Here’s how?\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002FJ_DvZlX6epH6zA_C_RyGD_8kSQr-FeAawPDIR5dQyh_eIZiljaHRk7DFuSc_ddj89qsierX0S2R7XG96hb5OyjydZqp-BiEO6nte6IkVbfWj9nZjZ1zpSWw2xsBtTmqOF4YwQlRauxpwIAMdN90AHe0qv2rjO52vEqLAqGaPq72xuTNXhQk3SqLpRiNOfQ\" class=\"kg-image\" alt=\"Zappos rewards program\" loading=\"lazy\">\u003Cfigcaption>Source: Zappos\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Unlike “Stand a chance to win iPhone 14” (a typical reward program that most customers don’t engage in as it seems impossible), the Zappos rewards program was promising and feasible. For every dollar spent, the user gets 10 points. This motivated customers to make repeat purchases to reach higher levels.\u003C\u002Fp>\u003Cp>Also, Zappos promoted Zappos rewards on their website. That means zero cost on other marketing channels.\u003C\u002Fp>\u003Ch3 id=\"increase-brand-advocacy-and-referrals\">\u003Cstrong>Increase Brand Advocacy and Referrals\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When your customers have a positive experience with your company and are satisfied with your products or services, they are more likely to recommend your company to their friends and family.\u003C\u002Fp>\u003Cp>This type of word-of-mouth marketing can help you acquire new customers at a lower cost than traditional marketing channels, reducing marketing expenses and increasing profitability.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fpf0PFuyvB2cy5F0drOt6x56TdQ2uYjRXMADy8pg_v6j2_j_HGkNvP61xHn5GJrnBtZSoRNHP6waQs-Yt3oin2wKGUpmS7mVCP18_l3s5UxPvc1_4OZYMgqgpRO2PLgB_rt_TIm2Jq-O2Sqz8ukn0KQG5n0bZ59HCUXfYLXw7pOppdp7iqb0isw4FiLTX7A\" class=\"kg-image\" alt=\"Manuka Doctor's Referral Program\" loading=\"lazy\">\u003Cfigcaption>Source: Manuka Doctor\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.manukadoctor.com\u002Fpages\u002Floyalty-hive?ref=blog-api.saastube.io\">Manuka Doctor\u003C\u002Fa>, a manuka honey brand, noticed that referred customers had a \u003Ca href=\"https:\u002F\u002Floyaltylion.com\u002Fcustomers\u002Fmanuka-doctor?ref=blog-api.saastube.io\">16% higher customer lifetime value\u003C\u002Fa> than customers acquired from other means.\u003C\u002Fp>\u003Cp>Also, regarding SaaS, since customers are potential reviewers, you can depend on them to provide higher reviews on G2 Crowd, Capterra, SaaS Genius, etc., with the right motivation.\u003C\u002Fp>\u003Ch2 id=\"bringing-it-all-together\">\u003Cstrong>Bringing It All Together\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Customer retention is crucial for the success of any business. Retained customers are more valuable because they increase revenue, tell others about our business, and give us helpful feedback to enhance our products and services.\u003C\u002Fp>\u003Cp>By prioritizing customer retention, businesses can reduce the costs of acquiring new customers, increase customer loyalty and satisfaction, and build a strong foundation for long-term growth.\u003C\u002Fp>\u003Cp>To effectively retain customers, you can focus on educating them about your products and services because educated customers are more likely to remain in business. Connect with \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa> to know more.\u003C\u002Fp>","63bd3c1071a28704ea4596f1","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FBlog-image-Customer-Retention.jpg","2023-01-10T10:21:04.000+00:00","2023-09-14T08:24:14.000+00:00","2023-01-10T17:20:00.000+00:00","Every business strives to acquire new customers. But customer retention is crucial to growth. Let's learn what customer retention is and why it is so necessary.","\u003Cscript type=\"text\u002Fjavascript\">\n$(document).ready(function() { \n    $(\"a\").each(function(){\n        if(this.href.indexOf(window.location.host) == -1) {\n            $(this).attr(\"target\", \"_blank\");\n        }\n    })\n});\n\u003C\u002Fscript>","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-retention-importance\u002F",[79],{"id":80,"name":81,"slug":82,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":83},"6a348563a714870001980625","Sudhersan Sugavanam","sudhersan","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsudhersan\u002F",[85],{"id":86,"name":87,"slug":88,"description":89,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":90},"6a348564a714870001980646","Customer Retention","customer-retention","Customer retention is the art of fostering enduring relationships, nurturing loyalty, and continuously exceeding expectations to keep customers coming back for more. These blogs will tell you how to strike the sweet spot with your customers to have them asking for more.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-retention\u002F",{"id":80,"name":81,"slug":82,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":83},{"id":86,"name":87,"slug":88,"description":89,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":90},"https:\u002F\u002Fblog-api.saastube.io\u002Fcustomer-retention-importance\u002F",4,"What is Customer Retention and Why Is It Important?","SaaS businesses need to attract new customers, but they also need to retain existing ones. Read on to learn why customer retention is important.",{"id":98,"uuid":99,"title":100,"slug":101,"html":102,"comment_id":103,"feature_image":104,"featured":13,"visibility":14,"created_at":105,"updated_at":106,"published_at":107,"custom_excerpt":108,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":109,"authors":110,"tags":112,"primary_author":119,"primary_tag":120,"url":121,"excerpt":108,"reading_time":122,"access":40,"comments":13,"og_image":19,"og_title":100,"og_description":108,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":123,"meta_description":124,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980674","3e7c62af-286c-40b2-b746-1931a90d1124","High-touch vs. low-touch onboarding (and the unassuming hero called tech touch)","high-touch-vs-low-touch-onboarding-and-tech-touch-onboarding","\u003Cp>In 2016, Innisfree, a Korean beauty brand, color-coded \u003Ca href=\"https:\u002F\u002Fwww.springwise.com\u002Fnew-shopping-baskets-just-browsing-help-wanted\u002F?ref=blog-api.saastube.io\">its baskets\u003C\u002Fa> for customers to indicate whether or not they needed a salesperson’s help.\u003C\u002Fp>\u003Cp>By picking the black basket, you choose to do the shopping alone, and by selecting the orange basket, you would be open to salespeople helping you shop.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002FOFyViwNHk2Dnj49K9y2nFk6zeR_qQZf2C57oTYtxS355W_PTTHD5Wdjg9g3HXPP464jGQHUhnNVIJ2dYCRqZHW_ixD8W0zIdw0pYI6tDX-x2N3Dmo9v7Gnz21eaANECk7bho4gZI2l-MjLa5FrP5nJgfHulU9-L4HjbWNY65zcXWH2q43z4ozrsijg\" class=\"kg-image\" alt=\"Innisfree shopping cart (via Springwise)\" loading=\"lazy\">\u003Cfigcaption>Source: Innisfree shopping cart (via Springwise)\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Innisfree’s idea was revolutionary at the time. It gave away significant data about the customer as soon as they entered the store.\u003C\u002Fp>\u003Cp>Businesses and their customer-facing teams have struggled long nights to crack the Da Vinci of what the customer really wants. But even when they \u003Cem>Dan-Brown\u003C\u002Fem> their way through this, it leads them to another turn in the labyrinth of \u003Cstrong>‘what does the customer already know’\u003C\u002Fstrong> and \u003Cstrong>‘what else should they know now.’\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The problem intensifies as people like to receive their answers differently. While some people entering Innisfree would like to chat with the salespeople about the ingredients in their products, others preferred their silence.\u003C\u002Fp>\u003Cp>Reddit obviously had a hay day with it.\u003C\u002Fp>\u003Cp>While Innisfree’s color-coded baskets would help an anxious customer entering a store bracing to be assaulted by the salespeople, some \u003Ca href=\"https:\u002F\u002Fhellogiggles.com\u002Fshopping-baskets-ensure-never-talk-salesperson-dont-want\u002F?ref=blog-api.saastube.io\">Reddit users\u003C\u002Fa> also pointed at fundamental flaws in the idea.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh3.googleusercontent.com\u002FteOrha8dVd2lu9xrHy51TbTMF0oKv37vo13Ss9Z-g1fRScyhbXFIO-OgKvQ09kyCPPRlOaxgKVcMF32eSMXpfhK-pZKrzOmWAM4QXY4YNZ8FK5Q49CE2qTnqxF_OwCGCLejxo5O6AC4wLyoDRG7bHkfUJJRgNOUstH9FR9lQiTUt4WDUJgifEndS9A\" class=\"kg-image\" alt loading=\"lazy\">\u003Cfigcaption>Source: Reddit\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Do customers enjoy guidance, or do they like doing things independently?\u003C\u002Fp>\u003Cp>Companies squirm as it slowly dawns on them that it has never been an ‘either’ ‘or’ situation. \u003C\u002Fp>\u003Cp>Let's carry this anti-thesis to product onboarding to break this down.\u003C\u002Fp>\u003Ch2 id=\"the-argument-for-sophisticated-tools\">The argument for sophisticated tools\u003C\u002Fh2>\u003Cp>At Trainn, our principles have always been simple. While designing the onboarding experience for the user, we asked ourselves how we would like to be onboarded onto a product. \u003C\u002Fp>\u003Cp>For this, we analyzed the tools we use on a daily basis and went back to the roots of how we learned them.\u003C\u002Fp>\u003Cp>While our social media marketers swear by \u003Ca href=\"https:\u002F\u002Facademy.hubspot.com\u002F?ref=blog-api.saastube.io\">Hubspot’s on-demand product videos\u003C\u002Fa> to have acted as onboarding, our email marketers say that speaking to a member of Hubspot’s team has helped them adopt the product easily. \u003C\u002Fp>\u003Cp>We realized two things here, one that the world already knew and one more that the world refused to acknowledge.\u003C\u002Fp>\u003Col>\u003Cli>Product adoption starts with smooth onboarding\u003C\u002Fli>\u003Cli>The level of technical knowledge required to use a product never mattered, provided the learning experience is tailored to the user’s needs.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>An understanding of the user is essential to fine-tune the approach needed for their onboarding experience.\u003C\u002Fp>\u003Ch2 id=\"what-is-high-touch-onboarding\">What is high-touch onboarding?\u003C\u002Fh2>\u003Cp>Imagine high-touch as people standing in every corner of the \u003Ca href=\"https:\u002F\u002Fwww.longleat.co.uk\u002Fmain-square\u002Fhedge-maze?ref=blog-api.saastube.io\">Longleat maze\u003C\u002Fa> guiding you from the beginning to the finish.\u003C\u002Fp>\u003Cp>High-touch onboarding is when the customer success team is proactively involved in the customer journey. The sales teams tailor their pitches according to the customer's needs based on their conversations with them. \u003C\u002Fp>\u003Cp>The mission is to keep the purchase decision at the top of the customer’s mind and keep the momentum going with emails, calls, meetings, and product demos to familiarize the customer with the product.\u003C\u002Fp>\u003Cp>A high-touch approach is more useful when the customer expects a human interaction before taking the decision to purchase, or if the solution is to be built around the customers’ needs.\u003C\u002Fp>\u003Ch2 id=\"what-is-low-touch-onboarding\">What is low-touch onboarding?\u003C\u002Fh2>\u003Cp>A low-touch onboarding model is when the customer is asked to rely on the tech to solve their problems. It is more of a product-led model where the information is evident for the customer to adopt the product without human intervention. \u003C\u002Fp>\u003Cp>Here, companies are more focused on building powerful automation and intuitive UI. This is mostly more convenient when the product is self-serve in nature.  But it is not all wild west with low-touch onboarding. \u003C\u002Fp>\u003Cp>The user is equipped with an armory of resources at their disposal. There is enough content around the product to enable customers to hit the road running.\u003C\u002Fp>\u003Ch3 id=\"the-misconception-with-low-touch-onboarding-\">The misconception with low-touch onboarding.\u003C\u002Fh3>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fguru-prasanna\u002F?ref=blog-api.saastube.io\">Guru Prasanna, who takes care of Trainn’s GTM strategy\u003C\u002Fa> says, \u003C\u002Fp>\u003Cblockquote>\"Most often people assume there is no human involvement when it comes to low-touch, and it cannot be far from the truth. We have humans equipped to help our users, whether they are part of low-touch or high-touch onboarding flows.”\u003C\u002Fblockquote>\u003Cp>The customer success reps must ensure that everyone gets practical answers through clear communication, irrespective of being answered at scale through low-touch.\u003C\u002Fp>\u003Ch2 id=\"high-touch-onboarding-vs-low-touch-onboarding\">High-touch onboarding vs. low-touch onboarding\u003C\u002Fh2>\u003Cp>For ease of understanding, here are some differences between high-touch and low-touch onboarding.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>High-touch onboarding\u003C\u002Fth>\n\u003Cth>Low-touch onboarding\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>A personalized aid for users mainly through human interaction\u003C\u002Ftd>\n\u003Ctd>A generic approach to aid the user in adopting the product with less to nil human interaction\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Useful for products that need to be customized on a case-by-case basis\u003C\u002Ftd>\n\u003Ctd>Useful for products of self-serve nature\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Some methods include product onboarding demos and exploratory calls with interested parties\u003C\u002Ftd>\n\u003Ctd>Some methods include FAQs, support documents, and exploratory product videos\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>It is impossible to add a customer rep every time a new customer onboards or an existing customer comes up with a personalized request. It would also be unethical to have employees working overnight on weekends. For this reason, a dual approach combining low-touch and high-touch is needed to give the users the best experience.\u003C\u002Fp>\u003Cp>But are we limited to only two options?\u003C\u002Fp>\u003Ch2 id=\"what-s-next-in-onboarding\">What’s next in onboarding?\u003C\u002Fh2>\u003Cp>Do you remember the ever-enthusiastic \u003Ca href=\"https:\u002F\u002Fwww.artsy.net\u002Farticle\u002Fartsy-editorial-life-death-microsoft-clippy-paper-clip-loved-hate?ref=blog-api.saastube.io\">Mr. Clippy\u003C\u002Fa> from the 90s?\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002Ftx9kIG1pVAhG5-TVmvj19N_8dmoRnDxrFySG5rTnGXDaMOjjmUgLnJ23Qdel8LceBslN44FC2mrnEDMelCcX5qGCaGIiauq7G6Q8JFOAAFGnNxSsNvBqCyMyBSPWVHNVEAb_CqhW9WJ0d9-p9AWvjsLuYLYwADSEmUXyb5hxcSrLMMuer944M3Vriw\" class=\"kg-image\" alt=\"Clippy from the 90s\" loading=\"lazy\">\u003Cfigcaption>Source: Artsy\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>It might sound unreal for the millennial who types their emails on the go but back in the 90s when computers were menacing machines reserved for cubicles with serious jobs, Microsoft unveiled Mr. Clippy to break the stereotype and help computers get adopted at a large scale.\u003C\u002Fp>\u003Cp>But as this started happening, more people got accustomed to having a desktop computer at their houses and soon Clippy’s involvement with everyday tasks started to bother people using the Microsoft range of products. \u003C\u002Fp>\u003Cp>Whether it was Clippy never learning your name or \u003Ca href=\"http:\u002F\u002Fxenon.stanford.edu\u002F~lswartz\u002Fpaperclip\u002Fpaperclip.pdf?ref=blog-api.saastube.io\">Clifford Nass’s research from Harvard \u003C\u002Fa>that said people placed the same standards for the products they dealt with as much as they placed for humans, Clippy was a lesson in intuitive assistance.\u003C\u002Fp>\u003Cp>That’s why, even in today’s world, altering between high-touch and low-touch is not enough to make people fall in love with your product. A good onboarding strategy is one that cares about the customer and sets the stage for them to stay for the long haul.\u003C\u002Fp>\u003Cp>So how do you scale along with your customers without stressing your customer success reps or opting for a metallic maniac like Clippy?\u003C\u002Fp>\u003Ch2 id=\"tech-touch-onboarding\">Tech-touch onboarding\u003C\u002Fh2>\u003Cp>A tech-touch model is best for scaling companies. It is a data-driven model that uses relevant UI patterns in onboarding and a less-invasive presence throughout the user journey. It is knowing when to suggest a guide, or prompt a walk-through video in the user’s experience.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Foutplayhq.com\u002F?ref=blog-api.saastube.io\">Outplay, a sales engagement platform\u003C\u002Fa> adds a personalized digital engagement layer by making custom videos from Trainn to help its customers at different levels of the product education journey. This allows them to send personalized messages at a scale.\u003C\u002Fp>\u003Ch3 id=\"tech-touch-does-not-mean-low-touch-or-high-touch\">Tech-touch does not mean low-touch or high touch\u003C\u002Fh3>\u003Cp>It is often a misconception that tech-touch is low-touch. In fact, tech-touch is a mode of engagement and strays from fitting into the realms of high or low touch. \u003C\u002Fp>\u003Cp>Tech-touch does use automated communication, but it cannot be defined by it. For instance, a tech-touch approach analyzes customer data through NPS, health scores, and activity within the product. \u003C\u002Fp>\u003Cp>This helps the customer success team categorize the users and subject them to automated emails, in-app notifications, or used-case videos that push them to the next level based on their actions on the product.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.gainsight.com\u002F?ref=blog-api.saastube.io\">Gainsight, a customer success, and product experience software\u003C\u002Fa>, first collect data to understand the customer pain points. It provides an \u003Ca href=\"https:\u002F\u002Finfo.gainsight.com\u002Fdemo-center.html?ref=blog-api.saastube.io\">on-demand demo center\u003C\u002Fa> consisting of product guides, onboarding modules, videos, and walk-through articles, which helps customers self-pace their learning. \u003C\u002Fp>\u003Cp>You can do the same with \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-customer-education\u002F?ref=blog-api.saastube.io\">Trainn’s academy\u003C\u002Fa>. Create a no-code academy for your product and empower your users to self-pace their learning. You can also have a customized LMS portal and add certificates and communities within it to incentivize and humanize the experience.\u003C\u002Fp>\u003Cp>In short, tech-touch is a human-centric model which reaches out to customers proactively and extends beyond onboarding. It defines touch points in the customer journey to automate human interactions.\u003C\u002Fp>\u003Ch2 id=\"balancing-the-human-and-the-tech-in-onboarding\">Balancing the human and the tech in onboarding\u003C\u002Fh2>\u003Cp>Brian Nicholls, the Vice President of Customer Success at UserIQ, \u003Ca href=\"https:\u002F\u002Fwww.customersuccesscollective.com\u002Fthe-balance-between-tech-and-human-touch-during-onboarding\u002F?ref=blog-api.saastube.io\">says when it comes to onboarding\u003C\u002Fa>, “Your customers are still human; humans are still buying from humans. And although it might seem like big tech isn’t going anywhere– and it definitely isn’t–  we’re still figuring it out. However, the human touch has been around a whole lot longer.”\u003C\u002Fp>\u003Cp>When building an onboarding process, we consider the resources and assets available for the business. We think about how each user in this funnel would reach the end goal, the first conversion, and so on. \u003C\u002Fp>\u003Cp>But we seldom think of their human journey or the human experience. \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fb2b-onboarding-best-practices-post-purchase-2022\u002F?ref=blog-api.saastube.io\">Understanding the psychological journey of humans can help to humanize the onboarding process\u003C\u002Fa>, whether high-touch, low-touch or tech-touch approaches are adopted. \u003C\u002Fp>\u003Cp>Another way to approach this is to go through your onboarding process with a fresh pair of eyes and to understand the questions that might arise from your customers. This would help you figure out bottlenecks in the process. You can also figure this out by asking your customers through surveys at places where customers fall through.\u003C\u002Fp>\u003Cp>Understanding the human behind the tech would help make the product experience better for the user, whether they opt for high-touch, low-touch, or tech-touch. \u003C\u002Fp>\u003Cp>\u003Cstrong>If you would like to discuss a combined strategy to educate your users on your product from onboarding, \u003Ca href=\"https:\u002F\u002Fhello.trainn.co\u002Fmeetings\u002Ftrainn-demo\u002Fbooking?ref=blog-api.saastube.io\">let’s get on a call.\u003C\u002Fa>\u003C\u002Fstrong>\u003C\u002Fp>","635bd82b71a28704ea459407","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F12\u002Fhigh-touch-low-touch-onboarding.jpeg","2022-10-28T13:24:59.000+00:00","2023-09-14T08:30:34.000+00:00","2022-10-28T21:43:26.000+00:00","What type of onboarding is your customer comfortable with? Let us explore High-touch onboarding and low-touch onboarding along with the rising hero on the horizon - tech touch onboarding. ","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhigh-touch-vs-low-touch-onboarding-and-tech-touch-onboarding\u002F",[111],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},[113],{"id":114,"name":115,"slug":116,"description":117,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":118},"6a348564a714870001980643","Customer Onboarding","customer-onboarding","Customer onboarding is the art of setting the stage for success, seamlessly guiding new users into the realm of your product or service, and ensuring a smooth and delightful initiation. This is the first step to the customer education journey and these blogs will help you make a good first impression.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-onboarding\u002F",{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":114,"name":115,"slug":116,"description":117,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":118},"https:\u002F\u002Fblog-api.saastube.io\u002Fhigh-touch-vs-low-touch-onboarding-and-tech-touch-onboarding\u002F",7,"High-touch vs Low-touch vs Tech-touch Onboarding with Trainn","What onboarding approach do you prefer? Let us explore High-touch onboarding and low-touch onboarding along with the rising hero on the horizon - tech touch onboarding. ",{"id":126,"uuid":127,"title":128,"slug":129,"html":130,"comment_id":131,"feature_image":132,"featured":13,"visibility":14,"created_at":133,"updated_at":134,"published_at":135,"custom_excerpt":136,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":137,"authors":138,"tags":140,"primary_author":142,"primary_tag":143,"url":144,"excerpt":136,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":128,"og_description":136,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":145,"meta_description":136,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980670","0817dd35-848b-4150-83cd-7f74874a7e4f","3 Ways to Prepare an Easy Customer Onboarding: The Race Car Approach","3-ways-to-prepare-an-easy-customer-onboarding-the-race-car-approach","\u003Cp>A successful \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-onboarding-software-saas\u002F?ref=blog-api.saastube.io\">customer onboarding\u003C\u002Fa> strategy is simple if you think about it. In the onboarding stage, both you and your customers want the best for them. The only focus here is to get your customer maximum value in a minimal amount of time. \u003C\u002Fp>\u003Cp>While some companies are acing onboarding and conversions, why are other companies losing customers to the dark void between onboarding and product adoption? \u003C\u002Fp>\u003Cp>Does this have to do with the company's size or the product's ease of use? But what if you do not have enough people to shed towards your onboarding teams?\u003C\u002Fp>\u003Cp>What easy tricks do successful companies do to make their customers stay, and most importantly, can we get the \u003Cem>cheat sheet\u003C\u002Fem>?\u003C\u002Fp>\u003Ch2 id=\"shortcut-to-cheat-sheet\">\u003Cstrong>Shortcut to cheat sheet\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>You can skip to the segments you want to explore first.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Cul>\n\u003Cli>\n\u003Cp>\u003Ca href=\"#decoding-success-in-customer-onboarding\">Decoding success in customer onboarding\u003C\u002Fa>\u003C\u002Fp>\n\u003C\u002Fli>\n\u003Cli>\n\u003Cp>\u003Ca href=\"#the-3-secrets-behind-successful-customer-onboarding\">The 3 secrets behind customer onboarding\u003C\u002Fa>\u003C\u002Fp>\n\u003Cul>\n\u003Cli>\u003Ca href=\"#on-your-mark-\">On your mark\u003C\u002Fa>\n\u003Cul>\n\u003Cli>\u003Ca href=\"#set-your-customer-onboarding-goals\">Establishing your goals\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#prepare-your-customer-onboarding-team\">Prepare your team\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#get-set-\">Get set\u003C\u002Fa>\n\u003Cul>\n\u003Cli>\u003Ca href=\"#setting-up-the-customer-onboarding-journey\">Setting up the customer onboarding journey\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#marking-the-milestones\">Marking the milestones\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#go-\">Go\u003C\u002Fa>\n\u003Cul>\n\u003Cli>\u003Ca href=\"#pre-launch-and-test-your-onboarding-flow\">Pre-launch and test your onboarding flow\u003C\u002Fa>\u003C\u002Fli>\n\u003Cli>\u003Ca href=\"#launch\">Launch\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C\u002Fli>\n\u003C\u002Ful>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"decoding-success-in-customer-onboarding\">\u003Cstrong>Decoding success in customer onboarding\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Let’s look at two companies with different operating models and simple onboarding practices with fewer human interactions.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.dropbox.com\u002F?ref=blog-api.saastube.io\">Dropbox, the cloud storage platform\u003C\u002Fa>, uses an elaborate email sequence to help with customer onboarding. Recently they even added videos to this mix, giving them an average 10% hike in open rates. This approximately correlated to a $24M increase in revenue, depicted by a smiley-faced onboarding team hand-in-hand with their sales teams. \u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh3.googleusercontent.com\u002FtDmL6g87QP0gJcybEenomzNHfzflUWepXhsLzqMZHMO2k58-fvscricNFyrOcNDzLJS5YZmGXaL6A71TELk3eS-xrfEHx3fWwIcrSrAX7MeCKzIGDA_73r0LfuV8_W-Ix2YnRTMLSFVluw6VmsSR83M\" class=\"kg-image\" alt=\"Dropbox onboarding email\" loading=\"lazy\">\u003Cfigcaption>Source: Dropbox onboarding emails on Customer.io\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.duolingo.com\u002F?ref=blog-api.saastube.io\">Duolingo, the language learning app\u003C\u002Fa>, turned ten this year and has become a social media sensation for its UX. It uses a customized approach to onboarding its customers. They use interactive visuals that make learning a new language easy and fun.\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh6.googleusercontent.com\u002F_lSS5Ieg7Z6hrdvgvhtV2KwbWS4Hs2lhrrd5cZlr3OlTN_kwW0LsAEZPouU5-WZbYOTceDbFWXlKDMMKUiOiayAQFfJXu7HvigA0wuBezwvpGPSc0eN4hh5F2j7Wsxp3aQtdToY6WAscDzVtsAzDtAk\" class=\"kg-image\" alt=\"Duolingo onboarding\" loading=\"lazy\">\u003Cfigcaption>Source: Our teammate flexing her Spanish\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>While Dropbox prefers sending their customers collateral to learn and use the product, Duolingo lets them learn the tool by using it. These companies blend passive and active learning methods through their onboarding approaches to fit their audience and product complexity, directly impacting the bottom line. \u003C\u002Fp>\u003Cp>While people glorify the impact, they seldom notice that most companies have taken entirely different approaches to reach the same destination. \u003C\u002Fp>\u003Cp>Considering there is no silver bullet to make you an overnight billionaire from onboarding, where do we start if we want to set up an easy customer onboarding flow?\u003C\u002Fp>\u003Ch2 id=\"the-3-secrets-behind-successful-customer-onboarding\">\u003Cstrong>The 3 secrets behind successful customer onboarding \u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Lincoln Murphy from \u003Ca href=\"https:\u002F\u002Fsixteenventures.com\u002Fcustomer-onboarding?ref=blog-api.saastube.io\">Sixteen Ventures\u003C\u002Fa> says that successful customer onboarding depends on the initial success of the customer and how soon they realize the value in their relationship with you.\u003C\u002Fp>\u003Cp>We can break down the process of customer onboarding into three stages and take the analogy of a race here to simplify the different steps involved in setting up an onboarding flow.\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002FiPCBLU-9ZZk1mqx9fi3fptCkOEoMmI24mdsIQQdOYaLWhYha6iWpkMKes2Sco7FiKqX6glynw8OrZAsGIwwJuBj0yfoBQHe9Iwn7RJLMlcxLkucx2NAibSSlxiuW5jq--_0Q3AzjLks6w2IbqoOdQ5Q\" class=\"kg-image\" alt=\"Cars the movie\" loading=\"lazy\">\u003Cfigcaption>Source: Cars, the movie\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"on-your-mark-\">\u003Cstrong>On your mark \u003C\u002Fstrong>🏁\u003C\u002Fh3>\u003Cp>In a race course, this points the racers to be ready near their starting points (the mark). In onboarding, your mark would refer to setting up things essential to gear your customers for launch,\u003C\u002Fp>\u003Cul>\u003Cli>Your goals\u003C\u002Fli>\u003Cli>Your team\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"set-your-customer-onboarding-goals\">\u003Cstrong>Set your customer onboarding goals\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Any successful onboarding has a mission that mainly revolves around educating your customers on how they can get their first win out of it.\u003C\u002Fp>\u003Cp>At \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">Trainn, as a video-first customer education tool\u003C\u002Fa>, we onboard our customers with the help of videos by Trainn about Trainn.  We spoke to \u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fnvivek16\u002F?ref=blog-api.saastube.io\">Vivekanandhan Natarajan, co-founder of Trainn\u003C\u002Fa> to further understand the process behind Trainn’s onboarding goals. \u003C\u002Fp>\u003Cp>He says,\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>\u003Cem>\u003Cstrong>“In Trainn, we identified important product activation goals that we want our users to do for effective production adoption. In our case, the goals were \u003C\u002Fstrong>'\u003Cstrong>installing extension\u003C\u002Fstrong>'\u003Cstrong>, \u003C\u002Fstrong>'\u003Cstrong>recording a video using that extension\u003C\u002Fstrong>'\u003Cstrong>, \u003C\u002Fstrong>'\u003Cstrong>editing the recorded video\u003C\u002Fstrong>'\u003Cstrong>, \u003C\u002Fstrong>'\u003Cstrong>sharing the video with others\u003C\u002Fstrong>'\u003Cstrong> and so on”.\u003C\u002Fstrong>\u003C\u002Fem>\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002F_Fbh25pF3knV47m5JEEHEocgvPd5rbtzvXjNhf698alDSvHZbTCRkY83dBARueKUxtZ85l7m8Pg_nWQHus852IjgIaS_AumBVZkBlQJNrX0NEMlKz3U7yIClevMWnkiEpLANT6VDWckFC5UOWjQNhAY\" class=\"kg-image\" alt=\"Trainn customer onboarding \" loading=\"lazy\">\u003Cfigcaption>Source: Trainn customer onboarding\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>While this method can be easily used for self-serve businesses, a certain level of human interaction is necessary for complex products. It is essential to arrange a team of people with clearly defined goals who oversee the onboarding process from start to finish.\u003C\u002Fp>\u003Ch4 id=\"prepare-your-customer-onboarding-team\">\u003Cstrong>Prepare your customer onboarding team \u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Depending on the size of the organization, your team size would vary. But to see success with onboarding, your team needs these \u003Cstrong>three archetypes.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>The Subject Matter Expert:\u003C\u002Fstrong> This is the person who knows the ins and outs of the product. In a startup, this could be the founder. In a scaling company, when the founder is busy fighting VC fires, it could be a product manager.\u003C\u002Fli>\u003Cli>\u003Cstrong>The Executioner:\u003C\u002Fstrong> Even though the title sounds Grim-Reaper-ish, it simply means the person who can get hands-on and design the customer onboarding experience. This person could be from any of the customer-facing teams.\u003C\u002Fli>\u003Cli>\u003Cstrong>The Manager: \u003C\u002Fstrong>Since the onboarding process brings together people from different departments to understand the customer better, it is best to have a project manager who can lead and coordinate the efforts.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"get-set-\">\u003Cstrong>Get Set \u003C\u002Fstrong>🏁\u003C\u002Fh3>\u003Cp>Now that the team is aligned near the mark, it’s time to prepare them for their first customer who steps through the product onboarding gates. The onboarding team’s goals act as their north star, which decides their course of action at this stage.\u003C\u002Fp>\u003Ch4 id=\"setting-up-the-customer-onboarding-journey\">\u003Cstrong>Setting up the customer onboarding journey\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>To design the customer onboarding journey, you can bring in all the customer-facing teams and build a consumer experience map. Ask your teams about the different elements they would bring in to impress newly onboarded users.\u003C\u002Fp>\u003Cp>Would you go for an email sequence like Dropbox? Or, would you add colorful UI elements like Duolingo to appeal to a broader audience?\u003C\u002Fp>\u003Cp>Here is an example from \u003Ca href=\"https:\u002F\u002Ftrello.com\u002Fen?ref=blog-api.saastube.io\">Trello\u003C\u002Fa> of its customer onboarding template that highlights the roadmap for their customer, leading them to take their first move within their product in chronological order.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh6.googleusercontent.com\u002FLfCeHNxDIzNV2sP0cSWwom3yi9at1YvS_Hl6bReqbB2PKOxRnPAc6SQO2GSwF8c13XmCreCeW2lAxETUgUk3j8aPfc_g2jNegxteRse2BSMuWjiyjAuTgQJrXxZAjOyNOj2lMsykeOdEnz45-fzpQUk\" class=\"kg-image\" alt=\"Trello customer onboarding\" loading=\"lazy\">\u003Cfigcaption>Source: Trello customer onboarding\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>The complexity of your product and the level of your customer knowledge would decide your customer journey. Hence there is no one-fit solution for all. Instead, it is better to try out different mediums, from emails to videos, and then double down on what works.\u003C\u002Fp>\u003Ch4 id=\"marking-the-milestones\">\u003Cstrong>Marking the milestones\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>As discussed in the first point, successful onboarding is when the customer uses the product and gets their first win. But it continues with their repeated use and slowly morphs into customer success. \u003C\u002Fp>\u003Cp>Setting milestones not only helps push the customers to achieve the objectives you set and makes your product integral in their lives.\u003C\u002Fp>\u003Cp>How often have we been motivated to finish something because we are only a couple of points away from the finish line? \u003C\u002Fp>\u003Cp>Below is an image of \u003Ca href=\"https:\u002F\u002Fmedium.com\u002F@CraigUXHour?ref=blog-api.saastube.io\">Craig Morrison’s\u003C\u002Fa> screen when he shifted to \u003Ca href=\"https:\u002F\u002Fwww.aweber.com\u002F?ref=blog-api.saastube.io\">AWeber, an email marketing tool\u003C\u002Fa>. Curious about the percentage icon, he realized upon clicking on it that it was slyly keeping track of his onboarding progress. \u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F08\u002Foboarding-from-medium.jpg\" class=\"kg-image\" alt=\"Medium Craig Morrison\" loading=\"lazy\" width=\"367\" height=\"395\">\u003Cfigcaption>Source: Medium Craig Morrison\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Users who haven’t finished their onboarding journey are given a visual reminder when the milestones are marked. This can help them become repeat users in the long run.\u003C\u002Fp>\u003Ch3 id=\"go-\">Go! 🏁\u003C\u002Fh3>\u003Cp>The flag has swung, and the race has begun!\u003C\u002Fp>\u003Cp>But are we there yet?\u003C\u002Fp>\u003Ch4 id=\"pre-launch-and-test-your-onboarding-flow\">\u003Cstrong>\u003Cstrong>Pre-launch and test your onboarding flow\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>The best way to test anything is to initiate pre-launch. Your product gets to have a pre-launch and a long-tailed waiting list. Why not your onboarding flow?\u003C\u002Fp>\u003Cp>Test everything from spelling to grammar to UI. Invite your grandma for tea and make her go through the launch sequence. Allow the beta users, employees, and long-time users to test the onboarding flow. \u003C\u002Fp>\u003Cp>The goal is to make users understand you care about their needs, tweak the flow based on their usage, and familiarize them with the product.\u003C\u002Fp>\u003Ch4 id=\"launch\">Launch\u003C\u002Fh4>\u003Cp>The moment of truth has arrived. It may look like all your hard work comes down to this point, but it is just another drop in the ocean of your business. \u003C\u002Fp>\u003Cp>Constantly measure how your users are performing your key product activation metrics and keep tweaking them for better conversions. For example, at Trainn we also came up with a plan to measure our onboarding goals and established a product activation funnel.\u003C\u002Fp>\u003Cp>The idea here is to constantly measure how the users are performing these goals and make the necessary adjustments in the onboarding journey to make the end user see value in the product.\u003C\u002Fp>\u003Cp>Successful customer onboarding doesn’t demand international teams. Instead, when the basics of customer onboarding are covered, it reflects in the bottom line.\u003C\u002Fp>\u003Cp>If you are currently re-thinking your onboarding flow and customer interactions, we are curious to know if you include videos in your onboarding. You can write to us at support@trainn.co and share your thoughts. \u003C\u002Fp>\u003Cp>If you are curious, you can \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">create your first product video here\u003C\u002Fa>.\u003C\u002Fp>","630738a971a28704ea459094","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F08\u002FArtboard-1@2x.png","2022-08-25T08:54:01.000+00:00","2023-10-09T04:31:09.000+00:00","2022-08-26T10:10:27.000+00:00","The only three things you need to know to set up a successful low-touch onboarding experience for your customers.","https:\u002F\u002Ftrainn.co\u002Fblog\u002F3-ways-to-prepare-an-easy-customer-onboarding-the-race-car-approach\u002F",[139],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},[141],{"id":114,"name":115,"slug":116,"description":117,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":118},{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":114,"name":115,"slug":116,"description":117,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":118},"https:\u002F\u002Fblog-api.saastube.io\u002F3-ways-to-prepare-an-easy-customer-onboarding-the-race-car-approach\u002F","3 Rules for an Easy Customer Onboarding Experience",{"id":147,"uuid":148,"title":149,"slug":150,"html":151,"comment_id":152,"feature_image":153,"featured":13,"visibility":14,"created_at":154,"updated_at":155,"published_at":156,"custom_excerpt":157,"codeinjection_head":158,"codeinjection_foot":19,"custom_template":19,"canonical_url":19,"authors":159,"tags":161,"primary_author":163,"primary_tag":164,"url":165,"excerpt":157,"reading_time":122,"access":40,"comments":13,"og_image":19,"og_title":166,"og_description":167,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":168,"meta_description":169,"email_subject":19,"frontmatter":19,"feature_image_alt":170,"feature_image_caption":19},"6a348566a71487000198066f","43fbc7fe-ee2d-4cbf-8b9d-ae4a80588fee","Why Customer Onboarding Is Important: It Sets a Ceiling, Not a Starting Point","why-is-customer-onboarding-important","\u003Cp>Customer onboarding decides how much value a customer ever reaches. The habits a team forms in their first few weeks tend to be the habits they keep, and the features they learn early are the features they use.\u003C\u002Fp>\u003Cp>Most teams treat this as an operational stage to get through. It behaves more like a ceiling being set.\u003C\u002Fp>\u003Cp>Onboarding also carries a reporting problem. When it fails, the costs land in finance, implementation, and support, so the diagnosis rarely points back to onboarding at all. That combination — high leverage, low visibility — is why it stays underfunded in most SaaS companies.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key takeaways: why customer onboarding is important\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Onboarding sets a ceiling, not a starting point.\u003C\u002Fstrong> Customers rarely reach value later that they missed during onboarding.\u003C\u002Fli>\u003Cli>\u003Cstrong>Its failures land in other teams' numbers,\u003C\u002Fstrong> which is why onboarding gets diagnosed as a product or pricing problem.\u003C\u002Fli>\u003Cli>\u003Cstrong>Donna Weber traced roughly half a million dollars\u003C\u002Fstrong> of loss at one company to delayed implementations, canceled subscriptions, and sales rework.\u003C\u002Fli>\u003Cli>\u003Cstrong>Onboarding starts before the contract,\u003C\u002Fstrong> per Weber's Embark stage: expectations set during the sales conversation are already onboarding.\u003C\u002Fli>\u003Cli>\u003Cstrong>Live onboarding breaks as you grow,\u003C\u002Fstrong> holding at roughly 20 customers and failing near 200 without self-serve content.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"treat-onboarding-as-revenue-not-overhead\">Treat Onboarding as Revenue, Not Overhead\u003C\u002Fh2>\u003Cp>Most B2B SaaS companies still budget customer training as a cost. It reduces support calls, so it earns a line item, and that line item competes with everything else for headcount.\u003C\u002Fp>\u003Cp>The companies winning on retention and expansion run it differently. They treat training as a revenue lever: a function that drives adoption, surfaces expansion opportunities, and turns customers into references.\u003C\u002Fp>\u003Cp>The gap between those two orientations is not a philosophy gap. It is an infrastructure gap, and it is closeable without building a training department.\u003C\u002Fp>\u003Cp>That distinction reframes this whole question. Asked as a cost question, \"why is onboarding important\" produces answers about first impressions and goodwill. Asked as a revenue question, it produces a different answer: onboarding is where you decide how much of your product a customer will ever pay you for.\u003C\u002Fp>\u003Cp>Everything below follows from that second framing.\u003C\u002Fp>\u003Ch2 id=\"map-the-ceiling-onboarding-sets\">Map the Ceiling Onboarding Sets\u003C\u002Fh2>\u003Cp>Most answers to this question start with first impressions. That is true but incomplete, and it pushes teams to over-invest in the kickoff call while under-investing in everything after it.\u003C\u002Fp>\u003Cp>The sharper reason is that onboarding decides which parts of your product a customer will ever touch.\u003C\u002Fp>\u003Cp>A team that learns three features during onboarding operates on three features. They rarely return six months later to explore the rest. By then they have a working routine, and a routine that works is one nobody wants disturbed.\u003C\u002Fp>\u003Cp>Whatever the customer can do when onboarding ends is roughly what they will be able to do at renewal.\u003C\u002Fp>\u003Cp>That makes onboarding unusually hard to correct later. A QBR, a feature announcement, a re-engagement campaign: each one attempts to raise a ceiling that onboarding already set. They can work, but they are arguing against an established habit rather than forming a new one.\u003C\u002Fp>\u003Cp>The same logic explains why onboarding beats later retention work on cost. Retention work in month nine has to change an opinion. Onboarding acts before the opinion exists.\u003C\u002Fp>\u003Ch3 id=\"what-this-means-for-expansion\">What this means for expansion\u003C\u002Fh3>\u003Cp>Adoption depth is the constraint most expansion forecasts ignore. You cannot upsell a customer who is not using what they already bought.\u003C\u002Fp>\u003Cp>Onboarding builds the adoption floor that every expansion conversation stands on. A thin floor caps the account before the CSM ever opens the conversation.\u003C\u002Fp>\u003Ch2 id=\"count-what-poor-onboarding-costs\">Count What Poor Onboarding Costs\u003C\u002Fh2>\u003Cp>The cost is real and structurally hard to see. That combination is why onboarding stays underfunded.\u003C\u002Fp>\u003Cp>A failed onboarding rarely announces itself. The customer does not complain. They log in, use the two things they understood, and stop. Nothing in your dashboard reports that an account never reached value unless you built something that reports it.\u003C\u002Fp>\u003Cp>\u003Cstrong>The numbers surface when someone goes looking.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.donnaweber.com\u002F?ref=blog-api.saastube.io\">\u003Cu>Donna Weber\u003C\u002Fu>\u003C\u002Fa>, author of \u003Cem>Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions\u003C\u002Fem>, audited the revenue pipeline at a company selling software and hardware to medical practices. It was losing close to half a million dollars.\u003C\u002Fp>\u003Cp>She traced the loss to three sources:\u003C\u002Fp>\u003Cul>\u003Cli>Labor costs from delayed implementations\u003C\u002Fli>\u003Cli>Paused and canceled subscriptions\u003C\u002Fli>\u003Cli>Sales teams pulled back in to resolve issues on deals that had already closed\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Notice where those costs land. Finance, implementation, and sales, never the onboarding report.\u003C\u002Fp>\u003Cp>That is the structural problem. The function responsible for the cost never sees it, and the functions that see it diagnose something else. Onboarding gets described as a support problem, a product-fit problem, or a pricing problem.\u003C\u002Fp>\u003Cp>Weber's response is her \u003Cstrong>Orchestrated Onboarding™\u003C\u002Fstrong> framework, a six-stage model built on a cross-functional premise: onboarding is not a handoff between departments but a shared motion across them. Her first stage, Embark, starts before the contract is signed.\u003C\u002Fp>\u003Ch3 id=\"why-the-clock-starts-before-the-deal-closes\">Why the clock starts before the deal closes\u003C\u002Fh3>\u003Cp>Most teams start onboarding too late to control it. The common model waits for sales to close, then hands over.\u003C\u002Fp>\u003Cp>\u003Cem>\"Onboarding starts even before the deal closes, so you set the right expectations with customers early and often. That way, customers will be engaged throughout onboarding, whether it's a high or low touch experience.\"\u003C\u002Fem>\u003C\u002Fp>\u003Cp>— \u003Cstrong>Donna Weber\u003C\u002Fstrong>, author of \u003Cem>Onboarding Matters\u003C\u002Fem>\u003C\u002Fp>\u003Cp>Expectations set during the sales conversation are part of onboarding whether you manage them or not. A deal closed on a promise the product does not keep has already started onboarding badly, and no kickoff call recovers it.\u003C\u002Fp>\u003Cp>The same applies at the other end. Onboarding is not finished when your task list is complete. It is finished when the customer can do the job without help.\u003C\u002Fp>\u003Ch2 id=\"fix-onboarding-before-growth-breaks-it\">Fix Onboarding Before Growth Breaks It\u003C\u002Fh2>\u003Cp>Onboarding programs rarely fail because the plan was wrong. They fail because the plan needs a person on a call, and people do not scale.\u003C\u002Fp>\u003Cp>The pattern is consistent. Every new customer gets a live walkthrough. In our experience it holds at roughly 20 customers and breaks somewhere near 200.\u003C\u002Fp>\u003Cp>Each new logo adds a recurring session to someone's calendar. Every product update means repeating the same explanation account by account. The strongest onboarding specialist runs the same session on repeat until they burn out, or the company hires a second person to run it too.\u003C\u002Fp>\u003Cp>\u003Cstrong>This is what makes onboarding a strategic problem rather than an operational one.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The programs that break are the ones at companies growing fast enough for onboarding to carry real weight. Quality degrades precisely when the stakes rise.\u003C\u002Fp>\u003Ch3 id=\"why-the-obvious-fix-stalls\">Why the obvious fix stalls\u003C\u002Fh3>\u003Cp>Replacing repeated sessions with self-serve content is the standard answer. It runs into a second constraint.\u003C\u002Fp>\u003Cp>The person who knows the product well enough to teach it is usually the onboarding specialist, the implementation lead, or the CSM. None of them is equipped to script, record, and edit video.\u003C\u002Fp>\u003Cp>So the content does not get made, and the live call stays on the calendar.\u003C\u002Fp>\u003Cp>The cost is not the editing hours. It is every piece of onboarding content that never got made because the process assumed the wrong skill set.\u003C\u002Fp>\u003Cp>\u003Cstrong>Where this leads:\u003C\u002Fstrong> teams that clear the ceiling usually change the production model rather than the process design. \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">\u003Cu>Trainn's\u003C\u002Fu>\u003C\u002Fa> AI video and guide creation tool turns one screen recording into a narrated video, a step-by-step guide, and an interactive walkthrough. It reads the recording as a workflow rather than a sequence of frames, which automates roughly 95% of video production \u003Cem>(Trainn product documentation, 2026)\u003C\u002Fem>. The person who knows the product reviews the output instead of building it.\u003C\u002Fp>\u003Cp>Asked whether video carries this load, Weber was specific about where the leverage sits:\u003C\u002Fp>\u003Cp>\u003Cem>\"It all depends on the customers and your product and what drives value most quickly. Videos are very valuable to scale the onboarding process and to onboard and engage new users in existing accounts.\"\u003C\u002Fem>\u003C\u002Fp>\u003Cp>— \u003Cstrong>Donna Weber\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Note the second half. The benefit is not only for new logos. It extends to new users arriving inside accounts you already won, a population most onboarding programs never serve at all.\u003C\u002Fp>\u003Ch2 id=\"start-with-what-you-already-repeat\">Start With What You Already Repeat\u003C\u002Fh2>\u003Cp>Customer onboarding is important because it sets a ceiling, and because the evidence of a low ceiling shows up in other teams' numbers long after you could have raised it.\u003C\u002Fp>\u003Cp>Three things follow from that.\u003C\u002Fp>\u003Cp>\u003Cstrong>Treat it as a revenue function, not overhead.\u003C\u002Fstrong> The budget conversation changes when onboarding is measured against adoption and expansion rather than against support-call deflection.\u003C\u002Fp>\u003Cp>\u003Cstrong>Start the clock before the contract.\u003C\u002Fstrong> Expectations set in the sales conversation are already onboarding, per Weber's Embark stage.\u003C\u002Fp>\u003Cp>\u003Cstrong>Fix production before process.\u003C\u002Fstrong> If onboarding is a live call repeated per account, the constraint is content production. Redesigning the process around a bottleneck you have not removed changes nothing.\u003C\u002Fp>\u003Cp>A concrete first step: list every explanation your team has given more than three times this quarter. That list is your onboarding content backlog, already ranked by the time it will return.\u003C\u002Fp>\u003Cp>For the practical build sequence, read \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Ftraining-videos\u002Fscale-customer-onboarding-using-training-videos\u002F?ref=blog-api.saastube.io\">\u003Cu>how to scale customer onboarding using training videos\u003C\u002Fu>\u003C\u002Fa> and the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fnew-customer-onboarding-checklist-for-b2b-saas-companies\u002F?ref=blog-api.saastube.io\">\u003Cu>new customer onboarding checklist for B2B SaaS\u003C\u002Fu>\u003C\u002Fa>.\u003C\u002Fp>\u003Ch2 id=\"frequently-asked-questions\">Frequently Asked Questions\u003C\u002Fh2>\u003Cp>SaaS revenue depends on renewal, not the initial sale, so a purchase only becomes profitable if the customer keeps using the product. Onboarding is the stage that determines whether they can. For subscription businesses it is the difference between acquiring revenue and earning it.\u003C\u002Fp>\u003Cp>Poor onboarding produces low feature adoption, repetitive support tickets, and accounts that churn without a clear reason. Donna Weber's audit of one company selling software and hardware to medical practices traced roughly half a million dollars in losses to delayed implementations, canceled subscriptions, and sales rework on closed deals.\u003C\u002Fp>\u003Cp>It acts before a customer forms an opinion about the product. Retention work later has to change an existing belief, which costs more and works less often. Onboarding shortens time-to-first-value, giving the customer evidence the purchase worked while they are still deciding.\u003C\u002Fp>\u003Cp>Neither replaces the other, but onboarding is the higher-leverage window. Customer success manages an established relationship, while onboarding determines what that relationship is capable of. A customer success team inherits whatever ceiling onboarding set.\u003C\u002Fp>\u003Chr>\u003Ch3 id=\"related-reading\">Related reading\u003C\u002Fh3>\u003Cul>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhigh-touch-vs-low-touch-onboarding-and-tech-touch-onboarding\u002F?ref=blog-api.saastube.io\">\u003Cu>High-touch vs. low-touch vs. tech-touch onboarding\u003C\u002Fu>\u003C\u002Fa>\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-ways-to-reduce-churn-with-customer-onboarding\u002F?ref=blog-api.saastube.io\">\u003Cu>5 ways to reduce churn with customer onboarding\u003C\u002Fu>\u003C\u002Fa>\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcreate-instructional-videos\u002Fcreate-onboarding-videos\u002F?ref=blog-api.saastube.io\">\u003Cu>How to create customer onboarding videos\u003C\u002Fu>\u003C\u002Fa> \u003Cem>(cross-market link: Education → Creation)\u003C\u002Fem>\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-wingman-uses-trainn-to-onboard-customers-faster\u002F?ref=blog-api.saastube.io\">\u003Cu>How Wingman uses Trainn to onboard customers faster\u003C\u002Fu>\u003C\u002Fa>\u003C\u002Fli>\u003C\u002Ful>","62fca522c411f277f9cf19b1","https:\u002F\u002Fblogimages.trainn.co\u002F2026\u002F08\u002Fonboarding-featured.svg","2022-08-17T08:21:54.000+00:00","2026-08-25T12:34:58.000+00:00","2022-08-17T09:41:13.000+00:00","Customer onboarding decides how much value a customer ever reaches. 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We talk to Donna Weber, the customer onboarding expert about how one can set up an onboarding process to achieve success.\n","Why Is Customer Onboarding Important? The Invisible Cost","Customer onboarding sets the ceiling on the value a customer ever reaches. See what poor onboarding costs, and why it breaks as you grow.","Flat illustration of customer onboarding: a person, a training video, and a completed checklist",{"page":172,"limit":39,"pages":173,"total":174,"next":175,"prev":176},"57",58,347,"571",56,[178,184,190,191,197,198,199,203,209,213,219,224,230],{"id":179,"name":180,"slug":181,"description":182,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":183},"6a348564a71487000198063e","Customer Churn","customer-churn","Customer churn is the silent erosion of a business's foundation. With our blogs on churn, we want to remind businesses on how to nurture relationships and deliver value.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-churn\u002F",{"id":185,"name":186,"slug":187,"description":188,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":189},"6a348564a714870001980644","Customer Education","customer-education","Customer education empowers individuals to make informed decisions and extract maximum value from products and services. These blogs would help you spot different ways of doing so.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education\u002F",{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":192,"name":193,"slug":194,"description":195,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":196},"6a348564a71487000198063f","Customer Journey","customer-journey","The customer journey is a dynamic expedition, filled with touch points and milestones, guiding individuals from awareness to advocacy, and revealing opportunities for meaningful engagement along the way. These blogs explore how each point of your customer journey can be made memorable for them.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-journey\u002F",{"id":114,"name":115,"slug":116,"description":117,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":118},{"id":86,"name":87,"slug":88,"description":89,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":90},{"id":200,"name":187,"slug":201,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":202},"6a8d64776a3cde00011046c2","customer-education-2","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education-2\u002F",{"id":204,"name":205,"slug":206,"description":207,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":208},"6a348564a714870001980641","LMS","lms","LMS (Learning Management System) is the digital gateway to knowledge, enabling organizations to efficiently create, deliver, and track educational content, empowering learners to acquire skills and expertise at their own pace. These blogs will tell you how to set up an efficient LMS for success.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Flms\u002F",{"id":210,"name":211,"slug":211,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":212},"6a8d64776a3cde00011046c3","onboarding-video","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fonboarding-video\u002F",{"id":214,"name":215,"slug":216,"description":217,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":218},"6a348564a71487000198063d","Product Adoption","product-adoption","Product adoption is the pivotal moment when users embrace and integrate a new product into their daily lives, marking the transition from curiosity to genuine value realization. These blogs will show you how you can achieve your customer's aha moment soon.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fproduct-adoption\u002F",{"id":220,"name":221,"slug":222,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":223},"6a9193cfb78148000171418c","Templates","templates","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Ftemplates\u002F",{"id":225,"name":226,"slug":227,"description":228,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":229},"6a348564a714870001980642","Video Creation","video-creation","Video creation is the art of storytelling brought to life through moving images, sound, and emotion, captivating audiences and leaving a lasting impact in the digital realm. These blogs will tell you how to make the best videos that keep your users engaged when it comes to learning about your product.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-creation\u002F",{"id":231,"name":232,"slug":233,"description":234,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":235},"6a348564a714870001980645","Video Hacks","video-hacks","Trainn's video hacks are tried and tested. These creative shortcuts and techniques unlock the power of visual storytelling, elevating the quality, engagement, and effectiveness of video content.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-hacks\u002F",1792661181237]