If you manage a B2B SaaS company, you are aware of how crucial it is to have a proper customer onboarding procedure.
Your sales team has successfully pursued and converted your lead into a customer. The customer has paid for the solutions you provide. What next?
Next lies the make-or-break situation for your business. Because that’s where your business’s customer success journey starts, i.e., your “customer onboarding” process.
Your primary goal is to scale your business, but how would you scale your business if your customers chose your competitors over you?
This means there is something that needs to be corrected with your customer SaaS onboarding process.
Enterprise SaaS onboarding is much more than just giving your customers a product walkthrough.
As Will Rogers once said, “You never get a second chance to make a first impression,” so now it becomes the responsibility of the onboarding team to get everything right from the get-go.
Customer onboarding in SaaS refers to the process of introducing new users to a software product or service and helping them through the process of becoming fully engaged and successful consumers. The purpose of customer onboarding is to guarantee that customers have a great experience and that they get the most out of the software.
We bring five such SaaS onboarding practices that will help you create an intelligent onboarding experience for your customers and help you scale your business in the long run.
You know your product. You also understand how it would solve your customers’ problems, but your customers are new to your business and product. The golden mantra here is to “SIMPLIFY.”
One of the first steps of a successful B2B onboarding process is simplifying your product for your customer. They don’t want an overload of information. The initial setup for your product should be as fundamental as possible while still covering the essential aspects of your customer’s business.
This would set the tone for your customer’s first interaction with your product.
It’s like creating a script for the onboarding process. You can always improvise during the actual process, but the skeleton of the flow should be consistent.
This means you take your customers through the product walkthrough systematically. Depending on the type of customer you are onboarding, you could always start with the basics, like how to sign up, what each element on the dashboard means, etc.
A structured onboarding flow will let your customers understand what pain point of theirs your product is trying to solve, giving them a reason to stick with your product as they can see the value you provide.
This goes hand in hand with our previous point: to create a flow for your customer’s onboarding.
Each customer will be different; therefore, a rigid onboarding structure can make your onboarding process a disaster.
Some customers might want to leap into your product from day 1, while some would like only the necessary information. This could be established during the sales kick-off call.
Giving the right amount of information during the onboarding process will help you create a positive customer experience.
If you can achieve this moment, rest assured that this customer will stick with your product for a long time.
While giving the walkthrough of your product, you are not just introducing your customer to the product but also letting them know it is the best solution for their business needs/problems.
Your onboarding strategy should work toward giving your customers that “Eureka” moment.
This depends on the bandwidth of your team. If you have a separate onboarding team, your customer success team must be included in your SaaS onboarding journey if you have a separate onboarding team.
If the teams are cohesive, this can help avoid communication gaps due to different silos of tools used during the customer lifecycle.
It can also help your customer connect with different teams or the key people responsible for handling their accounts with your business.
A one-stop destination for all your onboarding and installation requirements that will enable you to decrease your churn rate and provide your customers a quicker time to value.
To learn more about our product, schedule a call with us! Link: https://cognisaas.com/request-demo
The B2B SaaS industry is volatile when it comes to the retention of your customers, with several competitors in the same game.
And with most customers making their decisions in the onboarding phase, getting your onboarding strategy right is prudent.