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Tip for getting more customers

No matter what type of business you are in, getting more customers is the key to success.  Customers are your profit!  So, what do you do to gain more customers?

Customer onboarding is a very important aspect of business. With free trials and freemium models now being commonplace, onboarding and adoption is less likely to happen after purchase. Instead, the beginning of the customer success journey takes place during the consideration or decision phase of the sales funnel. That means your team needs to win the hearts and minds of users before they even become your customers.

Customer success onboarding is typically owned by customer success managers (CSMs). In some cases, when onboarding is more elaborate, the initial onboarding process might be handled by Implementation or Onboarding Specialists as a separate group taking the handoff from sales and then over to day-to-day CSMs once implementation is complete. Their responsibilities include proactively supporting customers to install and configure the product for their organization, anticipating questions and needs with high-tech and high-touch engagement points, and minimizing time-to-value for users.
No one knows the ins and outs of your application and the capabilities it provides better than your product team. In fact, product managers understand the complete capabilities of each feature and how they can be used for specific customer use cases, so they may be involved in the onboarding process to gather feedback and iterate their product’s overall functionality to make it more intuitive, useful, and user-friendly.

User Adoption begins once users have seen value from your product, how it will meet their desired outcomes, and begin integrating it into their business processes. Expectations are high so your customer success team needs to be more proactive than ever, designing targeted engagement points to explain advanced features, and providing premium support so users can leverage your product’s entire functionality. This is also a critical time for feedback; this helps your customers feel heard by your team and helps your product team improve the application based on customer requests and needs.Customer onboarding must be part of a plan which is shared and agreed upon by all relevant teams involved in the customer onboarding process. Otherwise, it is likely that your efforts to drive adoption will be inconsistent and dispersed — creating a confusing experience for your users who may not know what to do when they need help. That is why you must select a customer onboarding strategy, or blend of them (which we recommend), based on the unique characteristics of your SaaS business and customer base.
In particular, you should think carefully about the level of personalization you want to offer and whether to lean toward high-tech vs. high-touch customer onboarding strategies. Or you may instead go for a blended approach, which is ideal for both personalization and scalability. In this section, we take a closer look at various options to help you make the right decision.


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