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Customer Onboarding Template

Introduction

What happens when your customer signs up for your product or service?
Most people think that the moment customer signs up for the product is when they’ve won the customer.
But in reality its not so.
Here are some statistics

  • * Most of the SaaS firms lose 75% of their new users within the first week.
  • * 40 to 60% of free trial users will use your product once and never come back.
  • * More than two-thirds of SaaS companies experience churn rates greater than 5%.

For any business, two key milestones needs to be reached before a customer can reach their full potential

  • * They need to sign up for your product
  • * The moment they achieve the first “success” by using your product

Customers abandon your product because they get lost, don’t understand something, don’t get value from the product, or simply lose interest


To make it easier to build an onboarding process, we’ve put together the onboarding framework for you.

Key Highlights

  • 1. Setting up goals

  • 2. The Onboarding steps with timelines : The number of steps and the timelines that needs to be assigned to each step

  • 3. The success manager tasks : The faster we meet the needs of our customer, the lower the chance of customer churn. But this does not mean that we should only focus on the time-bound completion of tasks. The focus should always be on the customer getting the value for which they had bought the product. We have to ensure that not only does s/he achieve the product milestones but s/he is also able to solve the original problem. The tasks of the CSM needs to be well defined to achieve the goal.
  • 4. The customer tasks : You need to ensure customer does all the predefined tasks to achieve the early success.

  • 5. Product adoption milestones : Successful Customer Onboarding is not just finishing onboarding in time. But also measuring its effectiveness. Define product adoption milestones and track product adoption health throughout the onboarding journey to deliver early value.

  • 6. The early value

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