Summary (MP4 version - https://youtu.be/Gc5QRec7rdE) Questions to ask customers to define success • What is your desired outcome? • What is your measure of project success? • What is your boss' measure of project success? • Were you delighted by the experience? SaaS Onboarding Types 1. High-touch onboarding • "Concierge" onboarding • Regular phone calls • Customer success person • Personalized email 2. Low-touch onboarding • Automated email series • Tour videos and webinars • Social media group • Knowledge-base Elements of SaaS Onboarding • Sign up form • Welcome email • Educational emails • First login • Product tutorial • Data import • Documentation • Notification • Check up call • Swag Best Practices 1. Align with sales 2. Optimize for time 3. Do your research 4. Create value quickly 5. Reinforce goals

1. SaaS Client
Onboarding
Dennis Antolin | 2020
work, learn, and
collaborate

2. The Outline
• Customer Success Definition
• SaaS Onboarding Approach
• SaaS Onboarding Elements
• SaaS Onboarding Best Practices

3. Customer Success Definition
• WHAT IS YOUR DESIRED OUTCOME?
• HOW DO YOU MEASURE PROJECT SUCCESS?
• HOW DOES YOUR BOSS MEASURE SUCCESS?
• WERE YOU DELIGHTED BY THE EXPERIENCE?
QUESTIONS TO ASK YOUR CUSTOMER

4. SaaS Onboarding
Approach
High Touch
• "Concierge" onboarding
• Regular phone calls
• Customer success person
• Personalized email
Low Touch
• Automated email series
• Tour videos and webinars
• Social media group
• Knowledge base

5. Elements of Successful SaaS Onboarding

6. Best Practices
1. Align with Sales
The expectations set by the
sales team about what will
happen in the first few days,
weeks, or months after
purchase can greatly help or
hinder onboarding progress
and time to prove value for
your customers.
2. Optimize for Time
When a customer makes a
purchase, we'd like to think
that they're happy and
excited about that decision.
To capitalize on this
excitement and keep
momentum going post-sale,
you have to make some sort
of connection with the
customer within the first 24
hours.

7. 3. Do Your Research
Spend enough amount of
time preparing. New
customers haven't built up a
trust in your service in the
early days. By researching
their business, industry, and
team, you can ease any
concerns or doubts by
speaking their language,
showing you understand their
business, and relating to the
people on their team.
4. Create Value Quickly
For both the freemium and
enterprise software, always
attempt to get your users to
the "aha moment" as quickly
as possible. Look for
opportunities to show "micro-
value" in any situation
possible when your customer
signs up.
5. Reinforce Goals
When a customer starts
working with a new tool, it
can be confusing as to why
they are doing certain things
in a certain order. Without a
lot of context, it can be
difficult to see how
everything ties together
when you start using new
software.

8. Thank You
DENNIS ANTOLIN
Business Development Consultant
LINKEDIN
ph.linkedin.com/in/dennis-antolin
MOBILE NUMBER
+63 917 563 0096