Customer Onboarding Strategies for SaaS Businesses

Onboarding is critical to your customers’ long-term success, and it has a direct impact on future churn. While that much pressure on a single process can seem intimidating, there are ways to simplify and strengthen your strategy.

Two of the main customer onboarding strategies covered in our guide are high-tech and high-touch.

High-tech onboarding includes a self-service approach and/or a milestone-based approach. Self-service, as the name suggests, is focused on creating intuitive processes that users can follow and use on their own. It’s the most “hands-off” and scalable onboarding method, but it requires a great deal of understanding about the customer and what they need to know. Self-service onboarding also needs to be manually updated, since onboarding powered by machine learning isn’t available yet. Milestone-based onboarding still features user-guided information, but you have more input about where and when users come across it…

To use segmentation to increase the scalability of your high-touch onboarding, consider your customer tiers. Do you serve different size and type companies and teams? If you do, it’s possible that not every customer type needs one-on-one onboarding to accomplish their goals. In this case, you might limit “white glove” onboarding for your highest-tiered enterprise clients…

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