Customer Success

How I convinced my CEO to give me $2 Million to build Productized Onboarding

Read Part One here We Have To Fix Onboarding As Customer Success professionals, we are the ones who are closest to the customer. We know their likes, dislikes, and we help guide them to achieving their goals. We have to leverage our positions as customer advocates to create better customer onboarding. I wrote this as a guide to help arm you with the framework you’ll need to successful pitch your leadership on investing in productizing your onboarding experience.
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Why most SaaS teams don’t get Productized Onboarding

Here’s a story that happened last week at your company. A large account asked for a feature - your product didn’t quite have it yet - but the AE promised the account that the product team would build it. Sales whipped up a contract, the Docusign went through, and your laptop pinged with dozens of congratulations notifications from the sales slack channel. The deal closed, but now the product team has had to add another feature to their roadmap and the pressure is on them to deliver.
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Why is Customer Onboarding still handled with spreadsheets in 2020?

For a majority of B2B SaaS companies, the first thing a customer touches after signing a contract is a spreadsheet detailing what all they need to do! I’ve seen this as the standard at every startup I’ve worked for - and I’m sick of it. You and I both know our customers are as well. My crash course in Customer Onboarding I’ll never forget the first time I learned that I had to share a spreadsheet with every new customer as part of the Customer Onboarding Process.
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Sales to Customer Success Handoff - Best Practices for SaaS

SaaS founders, VP’s of Sales, and Customer Success leaders know that the Sales to Customer Success Handoff is one of the most important events in the customer lifecycle. Getting it wrong, can cause your customers to churn once their contract expires. But, getting it right has countless benefits like increased customer retention and contract renewal. The problem is, that many SaaS startups don’t have a defined process in place to create a successful Sales to Customer Success Handoff.
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How can we fix B2B Customer Onboarding?

After a decade in B2B SaaS, I’m convinced that B2B Customer Onboarding is fundamentally broken. A great customer onboarding experience cements your customers’ trust in your product and establishes your brand as a trusted partner. Every team wants to create an amazing customer onboarding experience but due to resource constraints, onboarding is always a second priority. This leaves everyone using a hodge-podge of clunky tools and strategies to try and drive their customers to success, leading to poor customer experiences and outcomes.
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