Podcasts about customer onboarding

Guest: Srikrishnan Ganesan, Co-Founder & CEO of RocketlaneMost B2B SaaS leaders know that onboarding is important but underestimate its impact.The reality is that 97% of first-year churn is decided in the first 90 days, making onboarding the most critical stage in the customer journey and the defining factor in revenue growth and long-term customer success.In this episode, Sri Ganesan, Co-Founder and CEO of Rocketlane, shares how SaaS companies can transform onboarding from a fragmented process into a strategic advantage. From community-led growth to automation-driven efficiency, he reveals what top SaaS companies do differently to drive retention, expansion, and revenue acceleration.Key Takeaways:Onboarding Determines Retention & Growth: The first 90 days define whether customers will churn or expand.Community-Led Growth Builds Credibility: Building an engaged audience before launch fosters trust and momentum.Automation Eliminates Inefficiency: Siloed tools slow teams down; all-in-one platforms drive success.Market Validation is Critical: The biggest factor in startup success isn't the product—it's picking the right market. Sri shares actionable strategies for SaaS CMOs and CROs to create onboarding experiences that drive retention, expansion, and revenue acceleration—making this episode a must-listen.---Not Getting Enough Demos? Your messaging could be turning buyers away before you even get a chance to pitch.

saas.unbound is a podcast for and about founders who are working on scaling inspiring products that people love, brought to you by https://saas.group/, a serial acquirer of B2B SaaS companies. In episode #2 of season 5, Anna Nadeina talks with Henrik, co-founder and CEO of Neuroflash, an all-in-one AI solution that supports you from idea generation to content creation and optimization. --------------Episode's Chapters---------------- 00:00 - Founding Neuroflash 06:27 - Challenges and Growth with AI 08:39 -Neuroflash's Unique Value Proposition 12:16 - Customer Onboarding and Education 14:44 - Market Focus and Expansion 16:16 - AI Misconceptions and Best Practices 21:29 - Collaboration and Future Vision 26:48 - AI-Supported Marketing: An Introduction 29:15 - SEO vs. AI Optimization 33:27 - Growth Strategies and Sales Processes 34:41 - Reflecting on Successes and Failures 41:01 - Future of AI in Content Generation 45:46 - Personal AI Hacks and Tools Henrik - https://www.linkedin.com/in/henrik-roth/ neuroflash - https://neuroflash.com/ Subscribe to our channel to be the first to see the interviews that we publish twice a week - https://www.youtube.com/@saas-group Stay up to date: Twitter: https://twitter.com/SaaS_group LinkedIn: https://www.linkedin.com/company/14790796

Free trials don't work for AI products - so... what do you do?That's what we asked Chris, CEO and founder of Slite.(00:00) - Introduction (03:36) - Challenges in Selling AI (04:53) - Introduction to Slite and Super (06:31) - AI Implementation and Use Cases (08:50) - Customer Onboarding and Trials (10:15) - Why can't we just do freemium (13:10) - Overcoming AI Adoption Barriers (22:15) - Future of AI in Business This episode is brought to you by by Fullcast, the only AI-powered platform that streamlines your entire sales lifecycle — from plan to pay. With modules like territory and quota management, routing, and capacity planning, Fullcast adapts to your unique needs — whether you need one solution or an all-in-one platform.Ready to see the difference? Visit Fullcast.com and mention the Revenue Formula Podcast to unlock an exclusive premium gift, just for listeners!Never miss a new episode, join our newsletter on revenueformula.substack.com

Send us a textIn this thought-provoking episode of the Customer Success Playbook podcast, Keith Hanks challenges conventional wisdom about customer profiles. He emphasizes the importance of understanding and adapting to actual customer profiles rather than rigidly adhering to ideal customer profiles (ICP). Keith shares valuable insights on establishing effective sales feedback loops, leveraging experienced sales representatives' knowledge, and creating realistic, replicable customer success stories.Detailed AnalysisThe episode delves into several critical aspects of customer success management and sales alignment:Sales Feedback IntegrationKeith emphasizes the significance of involving sales teams in the post-sale process, particularly during onboarding and quarterly business reviews. This approach serves two purposes:It ensures accountability for promises made during the sales processCreates a valuable feedback loop for refining future sales approachesHistorical Knowledge UtilizationThe discussion highlights the often-overlooked value of experienced sales representatives as organizational historians. Their deep understanding of successful customer relationships can be leveraged to:Improve customer success strategiesGuide newer sales team membersEnhance the overall customer experienceCustomer Profile Reality CheckA crucial insight emerges regarding the verification of marketing materials and case studies. Keith advocates for:Thorough analysis of long-term product usersUnderstanding struggling customer scenariosValidating marketing claims against actual customer experiencesImplementation StrategyThe episode outlines a three-step approach to improving customer profile alignment:Data analysis across cross-functional teamsInvestigation of user behavior patternsVerification of marketing materials against real customer experiencesPractical ApplicationsThe discussion provides actionable strategies for:Conducting effective onboarding handoff callsEstablishing regular cross-functional communicationCreating realistic, achievable customer success storiesNow you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Episode Summary:Srikrishnan Ganesan, Founder, and CEO of Rocketlane, joins the SaaS Sessions Podcast to share actionable insights on customer onboarding—a crucial yet often overlooked driver of SaaS success. Sri dives deep into why onboarding sets the foundation for long-term customer satisfaction, retention, and expansion, and offers strategies to optimize this critical phase. This conversation is packed with transformative ideas for SaaS founders and operators, from avoiding common onboarding pitfalls to leveraging AI and standardized processes.Key Takeaways:1. Onboarding as a Strategic Driver- The first 30-90 days are make-or-break: onboarding directly influences churn and Net Revenue Retention (NRR).- Poor onboarding can result in 25-30% of customers failing to go live, jeopardizing renewals and expansions.- Early-stage SaaS companies often lack the rigor to drive implementation success, resulting in disengaged customers.2. Common Onboarding Pitfalls and How to Address Them- Lack of Rigor: Companies often go at the customer's pace instead of setting clear timelines.- Order-Taking Approach: Teams fail to be prescriptive, waiting for customer direction instead of sharing best practices.- Disorganized Operations: Reliance on spreadsheets and hero-driven processes undermines scalability and consistency.- Solution: Implement standardized processes, use governance frameworks, and prioritize system-driven operations.3. The Role of Leadership and Process Design- Founders often stretch post-sales teams, delaying investments in specialized onboarding leadership.- Invest in systems that track effort, milestones, and outcomes to scale onboarding.- Standardize touchpoints like kickoff decks, project plans, and escalation paths to drive a consistent and professional experience.4. Leveraging Technology and AI for Better Onboarding- Tools like Rocketlane provide visibility and streamline processes for both customers and internal teams.- Use AI to automate repetitive tasks, identify early warnings, and enhance follow-up communications.- Fast and efficient onboarding drives 2x faster expansions and greater advocacy from happy customers.Lightning Round Insights:What Sri Wishes He'd Known Starting: How transformative AI would become and its potential to fundamentally reshape product development.Favorite AI Tools:- Avoma for sales insights.- Rocketlane's own AI-driven features to improve onboarding experiences.Book Recommendations:- Made to Stick by Chip and Dan Heath – Learn to package ideas that resonate and stick with your audience.- Competing Against Luck by Clayton M. Christensen – Understand the "Jobs to Be Done" framework for product development.About Rocketlane:Rocketlane is a leading customer onboarding and professional services automation platform, empowering SaaS companies to deliver seamless and efficient onboarding experiences. By streamlining collaboration, improving accountability, and accelerating time-to-value, Rocketlane helps businesses improve retention and expand revenue opportunities.Chapters:00:50 - Sri's Journey: From Freshworks to Rocketlane01:47 - The Current State of SaaS Onboarding04:15 - Key Challenges in SaaS Onboarding07:39 - Building Rigor and Governance in Onboarding15:23 - Celebrating Go-Lives and Building Advocacy19:15 - The Impact of Faster Onboarding on Retention and Expansion27:27 - Ripple Effects of Poor Onboarding34:04 - Leadership's Role in Driving Onboarding Excellence37:04 - Lightning RoundVisit our website - https://saassessions.com/Connect with me on LinkedIn - https://www.linkedin.com/in/sunilneurgaonkar/

"We're making contracting safe for our industry across the entire project lifecycle." - Josh Levy, Co-founder & CEO of Document Crunch In today's episode of Bricks & Bytes, we had Josh Levy & Trent Miskelly from Document Crunch. We learned about their journey in building a document intelligence platform for the construction industry, the five best practices for contract compliance, and how they're automating critical processes to reduce risk on construction projects. Tune in to find out about: ✅ How Document Crunch is solving the $13 trillion industry's contract compliance challenges ✅ The evolution from document intelligence to workflow automation in construction ✅ Why understanding contracts is crucial for preventing claims and project overruns ✅ How Document Crunch is pricing their services based on "jobs to be done" Listen to the full episode on Spotify to hear how Document Crunch is revolutionizing contract management in construction and helping companies achieve best practices across the project lifecycle. --------------- Sign up to the #1 Newsletter In Construction Tech. Join over 1,000 like-minded Founders, Investors and Techies disrupting the way we build. Forever : https://bricks-bytes.beehiiv.com/subscribe LinkedIn: https://www.linkedin.com/company/bricks-bytes/ X/Twitter: https://twitter.com/bricksbytespod Youtube: https://www.youtube.com/channel/UCmNbunUTIIQDzbJgGJt9_Zg Instagram: https://www.instagram.com/bricksbytes/ -------------- Chapters 04:41 Introduction and Background of Document Crunch 11:26 What is Document Crunch and the Problem it Solves 17:59 Customer Onboarding and ROI of Document Crunch 21:52 Pricing Model of Document Crunch 32:50 Evolution of Document Crunch's Product and Features 37:16 Automating Compliance with Generative AI 45:17 Becoming the Category Leader in Compliance Automation 50:53 Continuous Improvement with AI Advancements 52:49 Customers Pulling More Product Out of Document Crunch

In this episode of Building Great Sales Teams, the host discusses three effective steps to shorten your sales cycle. The process involves focusing on different prospecting tools, identifying events that trigger the need for your service, and creating a scalable prospecting module. The host provides insights into leveraging referral partners, refining your sales scripts, and tapping into demographics and events that drive quicker decision-making. Practical examples and strategies are detailed to help listeners implement these techniques to achieve a more efficient sales process.Chapters00:00 Introduction to Building Great Sales Teams00:38 Understanding the Sales Cycle02:07 Developing Referral Partners03:16 Optimizing Your Sales Process04:21 The One Call Close Strategy07:11 Capitalizing on Timing10:26 Creating a Scalable Prospecting Module15:23 Conclusion and Real-Time Application Thank you for supporting Building Great Sales Teams! If you want to learn more about our host Doug Mitchell or get free BGST resources go to www.salesprogrambuilder.comAnd don't forget to visit us on Apple Podcasts to leave a review and let us know what you think! Your feedback keeps us going. Thanks for helping us spread the word!

In this short segment of the Revenue Builders Podcast, Sasha Anderson, Global Head of Customer Success at Canva, shares her insights on crafting a scalable customer success strategy, emphasizing the importance of input metrics over output metrics. She discusses how defining clear roles, responsibilities, and competencies within customer success teams can lead to better performance management and improved outcomes like net dollar retention (NDR). Whether you're a leader building a CS team or refining an engagement model, this episode provides actionable advice to drive success.KEY TAKEAWAYS[00:00:29] Insights from Sasha Anderson on Customer Success[00:01:14] Challenges in Customer Onboarding and Specialization[00:02:37] Importance of Clear Roles and Responsibilities[00:03:19] Metrics for Performance Management[00:05:41] Effective Customer Engagement Strategies[00:07:16] Diagnosing Business Issues in Customer SuccessHIGHLIGHT QUOTES[00:01:28] "That's probably too many things for one person to be doing."[00:02:47] "You can't performance manage unless people know exactly what they're supposed to be doing."[00:03:53] "You need to provide the team with structure around the inputs they need to hit to achieve those output metrics."[00:07:16] "When roles are clearly defined, it's easier to diagnose where the problem lies."Listen to Sasha Anderson's Full Episode Here: https://revenue-builders.simplecast.com/episodes/optimizing-a-customer-success-teamEnjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0Check out John McMahon's book here:Amazon Link: https://a.co/d/1K7DDC4Check out Force Management's Ascender platform here: https://my.ascender.co/Ascender/Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

Send us a textIn this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger interview Jasmine Reynolds, a Customer Success Manager at Pluralsight, about applying Scrum methodologies to customer onboarding. Jasmine discusses how Scrum, typically associated with software development, can significantly enhance the customer onboarding experience. She outlines six key Scrum techniques that can be immediately applied to onboarding processes, including prioritized backlog, sprint-based onboarding, daily stand-ups, and continuous feedback loops. The discussion highlights the benefits of this approach, such as improved time to value, increased customer satisfaction, and stronger client relationships. Detailed AnalysisThe application of Scrum to customer onboarding represents a significant innovation in customer success practices. This approach addresses several critical challenges in traditional onboarding processes:Flexibility and Adaptability: By breaking the onboarding journey into sprints, companies can respond more quickly to changing customer needs and feedback. This agility is crucial in today's fast-paced business environment where customer requirements can shift rapidly.Cross-Functional Collaboration: The Scrum approach encourages better coordination among various teams involved in onboarding, including sales, customer success, product, and support. This holistic approach ensures that all aspects of the customer's needs are addressed cohesively.Accelerated Time to Value: By focusing on delivering value in each sprint, businesses can ensure that customers start seeing benefits from their investment much earlier in the process. This rapid demonstration of value can significantly impact customer satisfaction and long-term retention.Enhanced Customer Communication: Daily stand-ups and regular feedback sessions keep the customer closely involved in the onboarding process. This transparency builds trust and allows for immediate course corrections if needed.Measurable Progress: The sprint structure provides clear milestones and measurable progress, making it easier to track the effectiveness of the onboarding process and identify areas for improvement.Scope Management: While scope creep remains a challenge, the sprint-based approach provides a framework for managing and prioritizing additional requests without derailing the entire onboarding process.Continuous Improvement: Regular retrospectives allow teams to refine their onboarding processes continuously, leading to ongoing improvements in efficiency and effectiveness.For businesses looking to implement this approach, Jasmine recommends starting by breaking existing onboarding processes into sprints, defining clear value deliverables for each sprint, and creating a prioritized backlog. She emphasizes the importance of flexibility and setting clear expectations with customers.The potential integration of AI tools in this Scrum-based onboarding process presents an exciting opportunity for further innovation. AI could potentially assist in sprint planning, predicting potential issuPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.Chapters:00:00:00 - Intro00:02:36 - Mary Caballero's background and journey00:04:58 - Balancing technical and customer roles00:06:22 - Defining digital customer success00:08:08 - Tools for scaling customer communication00:10:41 - Key contacts and stakeholder departures00:13:47 - Challenges of traditional training methods00:15:02 - The role of personalization in customer success00:18:29 - Leveraging NPS beyond the score00:20:55 - Transforming detractors into champions00:22:08 - Lessons learned in a startup environment00:25:27 - Scaling onboarding processes00:27:53 - Content recommendations for professional growth00:29:36 - Integrating customer success and marketing00:34:36 - Shoutouts and key mentorsEnjoy! I know I sure did...Mary's Linkedin: https://www.linkedin.com/in/mary-caballero/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importance of early value realization in the customer journey and its impact on long-term success.Detailed AnalysisThe Importance of First Value DeliveryJarvis Harris emphasizes the critical nature of delivering first value early in the customer journey. He explains that in the SaaS world, where customers don't incur as much technical debt, demonstrating value quickly is essential for ensuring renewals, maintaining high retention rates, and driving growth revenue retention (GRR) and net revenue retention (NRR).The 30-60-90 Day Segmentation PlanHarris introduces a strategic 30-60-90 day segmentation plan for onboarding, tailored to different product types and market segments. He stresses the importance of understanding the product type, market, and customer base when developing this plan. The approach varies for self-service products, niche market products, and enterprise solutions.The Three D's of Success: Driver, Dreamer, DoerA key concept introduced is the "Three D's of Success": Driver, Dreamer, and Doer. Harris explains how identifying these roles within a customer organization is crucial for effective onboarding and value delivery. Each role has different stakes and requires a tailored approach during the onboarding process.Preventing Scope CreepTo prevent scope creep during longer onboarding cycles, Harris advises maintaining clear communication, adhering to defined goals, and having the confidence to say "no" when necessary. He emphasizes the importance of the Customer Success Manager (CSM) acting as a trusted advisor and maintaining the original definition of success.Communication and Milestone SettingConstant communication and setting interim milestones are highlighted as crucial elements in maintaining customer confidence during extended onboarding processes. Harris stresses the importance of success plans as guiding documents and the need for CSMs to have visibility into the work of professional services or partner teams.Product-Driven Onboarding StrategiesFor product-driven onboarding, especially in lower-priced, self-service scenarios, Harris recommends leveraging in-app tools like WalkMe or Pendo, community-based tools like Higher Logic Vanilla, and customer success platforms tailored to the specific needs of the product and market.Understanding Your Market and ProductHarris emphasizes the critical importance of understanding your market, product, and ideal customer profile when implementing a segmentation strategy. This understanding should inform the entire customer success approach, from staffing models to technology choices.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Today, we're diving into part two of our discussion with the brilliant Alane Boyd. In this episode, we're breaking down the nuts and bolts of building efficient customer onboarding and service processes. We'll explore a variety of successful approaches to process documentation and improvement, discuss the balance between standardization and customization, and share actionable insights on communicating effectively with clients. Plus, we'll touch on some handy tools and resources that can kickstart your process optimization journey. Whether you're just getting started or looking to refine your existing systems, this episode is packed with practical tips to help you streamline your operations and enhance client satisfaction. Tune in, take notes, and get ready to transform your business processes!   Alane Boyd, Co-Founder of Workday Ninja, is an operations and growth strategy expert specializing in AI and automation to enhance client efficiency. Her entrepreneurial success includes scaling her first business, a hybrid agency and software company, to 8 figures and successfully selling it in 2018. She has been featured in Entrepreneur, HuffPost, and SXSW and is a three-time published author.   KWYE Listeners - here are two free tools to use: Project Manager Tool Selector Tool: https://bit.ly/wmspicker  Automation Idea Generator: https://form.typeform.com/to/IiX7bCVX  LinkedIn: https://www.linkedin.com/in/alaneboyd/ Website: https://www.youtube.com/@WorkdayNinja   What you'll hear in this episode: 04:14 Summarize the text using 7 words: Document actions to streamline tasks and share. 09:01 Team creates solutions by understanding client needs. 11:02 Efficient handling of tax-related inquiries through training. 16:39 Hiring based on fit, not just process. 18:02 Implementing client communication escalation process for non-responsiveness. 20:58 Process should adapt to recipient preferences and needs. 26:28 Avoid cost leakage with all-in-one solution.   If you like this episode, check out: My Biggest Takeaway from "10x is Easier Than 2x" The Little Things That Unlocked Growth in My Business and Life Creating an Outstanding Customer Service Experience   Want to learn more so you can earn more? Try Kajabi free for 14 days here: https://app.kajabi.com/r/zGmoZA9E/t/tsfmvbq4 Visit keepwhatyouearn.com to dive deeper on our episodes Visit keepwhatyouearncfo.com to work with Shannon and her team Watch this episode and more here: https://www.youtube.com/channel/UCMlIuZsrllp1Uc_MlhriLvQ Connect with Shannon on IG: https://www.instagram.com/shannonkweinstein/   The information contained in this podcast is intended for educational purposes only and is not individual tax advice. Please consult a qualified professional before implementing anything you learn.

In this episode of the Customer Success Playbook podcast, we welcome Peter Ord, Founder and CEO of GuideCX, to discuss the future of customer onboarding and implementation. GuideCX is revolutionizing the way companies handle customer onboarding, making it smoother and more effective through its innovative platform.Peter shares his journey of building GuideCX, the challenges faced, and the critical role of technology in enhancing the customer experience. He delves into the significance of transparency, communication, and efficient processes in onboarding. This conversation is packed with actionable insights and practical tips that will help you elevate your customer success strategies, improve customer satisfaction, and boost loyalty.Whether you are a seasoned customer success professional or new to the field, this episode will provide you with valuable knowledge and inspiration. Don't miss out on Peter's expert advice on leveraging technology to streamline onboarding and enhance the overall customer experience.Tune in to gain insights that will transform your approach to customer success!Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

No more not knowing who's coming to your website, convert more leads and get a free trial at Leadfeeder.comIs he the Elon Musk of startups in Austria?Vlad Gozman is the founder of multiple companies, non-profits and launched TedX Vienna. His latest venture is Involve.me which is an innovative interactive form that transforms the customer onboarding experience.Before moving to Vienna, Vlad founded and sold a tech startup in Romania. We talk about:- his approach to delegating and finding people who are better than him to take over certain projects- building digital products and analog communities (like Tedx Vienna)- the go-to-market strategy for InvolveMe involved cold acquisition, targeted marketing campaigns, and a freemium modelFind out who upcoming guests are and get my newsletter in your inbox every week, subscribe at https://innovatorscanlaugh.substack.comBuying ad spots on large podcast ad networks sucks. We fixed that! Check out https://www.b2bpodpros.com to learn more.Previous guests include: Arvid Kahl of FeedbackPanda, Andrei Zinkevich of FullFunnel, Scott Van den Berg of Influencer Capital, Buster Franken of Fruitpunch AI, Valentin Radu of Omniconvert, Evelina Necula of Kinderpedia, Ionut Vlad of Tokinomo, Diana Florescu of MediaforGrowth, Irina Obushtarova of Recursive, Monika Paule of Caszyme, Yannick Veys of Hypefury, Laura Erdem of Dreamdata, and Pija Indriunaite of CityBee. Check out our five most downloaded episodes: From Uber and BCG to building a telehealth for pets startup with Michael Fisher From Starcraft Player to Maximizing Customer Lifetime Value with Valentin Radu ...

Send us a Text Message.Hey CX Nation,In this week's episode of The CXChronicles Podcast #229 we  welcomed Richard Convery, Founder & CEO of Ascendr based near London, England. Richard is an expert in effective SaaS customer onboarding, a customer success advocate and one of our leading strategic partners here at CXChronicles.In this episode, Richard and Adrian chat through how he has tackled The Four CX Pillars: Team,  Tools, Process & Feedback and shares tips & best practices that have worked across his own customer focused business leader journey.**Episode #229 Highlight Reel:**1. Why spending time in various companies/industries gives you a slight edge 2. Entrepreneurs live in a lonely world, it takes years to build & scale companies 3. How customer onboarding resembles joining a new gym 4. Great CX is strategically mapped out, designed & engineered from the first touch 5. Always put yourself in your customers shoes, listen for the good, bad & ugly  Huge thanks to Richard for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.Click here to learn more about Richard ConveryClick here to learn more about AscendrIf you enjoy The CXChronicles Podcast, stop by your favorite podcast player and leave us a review today.For our Spotify friends, make sure you are following CXC & leave us a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review and rating letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, Zendesk, Forethought AI, Freshworks, TimeToReply & Ascendr) + they can learn more about our CX/CS/RevOps services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused video content & short-reel CTAs to improve your CX/CS/RevOps performance today (politely go smash that subscribe button).Contact us anytime to learn more about CXC at INFO@cxchronicles.com and ask us about how we can help your business & team make customer happiness a habit now!Support the Show.Contact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Is your onboarding process falling flat? Are you struggling with low adoption rates despite your best efforts? It's time to rethink your approach and consider the psychology behind effective onboarding.Dive into the reason why traditional onboarding methods often fail and what you can do to revolutionize your onboarding process for better customer adoption.BY THE TIME YOU FINISH LISTENING, YOU'LL DISCOVER:The crucial difference between implementation and onboarding, and why you should focus on onboarding people, not just softwareWhy long implementation times, one-size-fits-all training, and information overload can sabotage your onboarding effortsThe science behind the Ebbinghaus Forgetting Curve and how to combat it using spaced repetition and emotional engagementHow to identify the "first value" moment for your customers and why it's the true end of onboardingPractical tips for creating an effective onboarding process, including kickoff calls, targeted training, and a comprehensive knowledge centerDon't let ineffective onboarding lead to churn and disappointment. Tune in to learn how you can leverage psychology to create an onboarding experience that sets your customers up for success and long-term adoption.CONNECT WITH RACHELFollow at: LinkedInInstagram WEBSITE https://provansuccess.comPODCAST WEBSITEhttps://psychologyofcustomersuccess.comWORK WITH RACHEL: CS Leadership Academy

April 3, 2024 Do you have a customer retention problem? If so, I bet I know one of the major factors behind it. In this podcast, we take a deep look at the critical customer management system that should be firiing RIGHT AFTER a person buys. It's called "customer onboarding." I know. Not very sexy. But if you're missing this piece, a lot of confusion is happening for your customer as they get your product. How do I get it? What do I need to do to prepare? What do I watch out for? What do I do first? You need to be ready with answers to questions like these, to help them get results. You need to point them to the "Yellow Brick Road" that gets them to Oz. If you don't, they'll wander around aimlessly, burn out, get lost, experience failure, feel disappointed in themselves, and never buy your product again. Yes, my friend. I know you don't want to hear this... But you can't just grow the product. You have to guide them to success, too.  In this episode, we'll talk about what topics to cover in your customer onboarding, as well as where/how you can put this system to work. Lucky for you, it's not that hard to build this element in your sales machine. But you do need to have one. Let's start today, shall we?... Podcast Sponsors: This podcast was sponsored by Local Line, my preferred e-commerce platform for farmers. Are you looking for a new solution for your farm? I can't recommend it enough. Easy to use inventory management, great customer service, continuous improvement, and a culture dedicated to equipping farmers with marketing expertise, Local Line should definitely be one of the e-commerce solutions you consider as you switch.  Local Line is offering a free premium feature for free for one year on top of your paid subscription. Claim your discount by signing up for a Local Line account today and using the coupon code: MDF2024. Head to my special affiliate link to get started: www.mydigitalfarmer.com/localline This podcast was sponsored by Farm Marketing School - my monthly online marketing school membership just for farmers. Farm Marketing School is an on-demand library of marketing workshops and project plans that will help you build some of the most important marketing elements in your farm business like: building a promotion calendar, setting up your Google Business Profile, auditing your sales funnel, updating your home page of your website, building your first email nurture sequence, and practicing different types of offers. You get to chose what you want to study and build each month. These projects are designed to be completed in under 30 days, so that you slowly build your marketing system piece by piece. Use the step by step project planner and resource folder to help you jumpstart your work. Take advantage of my new marketing crash course inside, watch my new Email Marketing Course, or take the onboarding assessment tool to help you identify where your funnel is broken and what project to do first. To see what courses are currently inside of FMS, or to try out Farm Marketing School for a month at mydigitalfarmer.com/fms  Start and cancel your membership anytime. Some of the resources mentioned in this episode: Join my free email list! I have a great "Crash Course in farm marketing" that will guide you through the marketing jungle over the course of several months. Each week, you'll get a new email with suggestions and tips to make your marketing better. Subscribe at https://www.mydigitalfarmer.com/subscribe Canva Template: Tips and Tricks for CSA Success -- The Beginner's Guide to CSA Success. This is a beautiful, well written guide you can give to your CSA member rookies to teach them the "secrets" to becoming a great home chef faster using the CSA way of eating. Purchase this template and use as-is, or switch out pictures or pages to suit your farm. Ideal for vegetable CSA onboarding. Get my CSA Handbook template --  This is my 2023 CSA handbook. Handbooks are a great form of customer onboarding. If you don't have one yet for your CSA, use mine to help you figure out your sections and then change out the wording to suit your far! To get the handbook template, subscribe at: https://shared-legacy-farms.ck.page/c8cc81f21a Join my CSA Academy and learn how to fast-track your CSA members to CSA success. Try it out for the first month for $1 using coupon code TRIAL. (After that, the price increases to $19/month). Go to www.mydigitalfarmer.com/academy to see what's included with the monthly membership. You'll get access to the ENTIRE resource library I use to help support my CSA members and get them to CSA mastery fast! Use the templates inside to help you build your own customer onboarding and/or training curriculum this summer. This is a MAJOR shortcut to figuring out your onboarding process!! So valuable! Cancel your membership anytime. Episode 252 How to Monetize Your Farm's YouTube Channel for Passive Income- I share ideas for playlist topics in here Find my marketing Facebook group for CSA farmers! Follow me on Instagram for a daily IG story tip on marketing! @mydigitalfarmer Subscribe and Review in Apple Podcast I'd love for you to subscribe to my podcast! I don't want you to miss an episode. Click here to subscribe in Apple Podcasts! My hope is to feature guests periodically on the show. If you know someone who is innovating in the area of marketing as a farmer, please send me an email at mydigitalfarmers@gmail.com.

SummaryIn a riveting episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding with guest Donna Weber, renowned author of "Onboarding Matters: How Successful Companies Transform New Customers into Loyal Champions." Weber shares her profound insights on the importance of effective customer onboarding, highlighting it as a critical phase where customer loyalty and success are solidified. The conversation explores practical strategies, common pitfalls, and the impact of onboarding on customer loyalty and company growth.The DetailsThe Significance of Customer Onboarding: Donna Weber emphasizes the foundational role of customer onboarding in establishing long-term customer success and loyalty. She argues that the renewal and deepening of customer relationships are rooted in the initial onboarding experience, challenging companies to rethink their approach to engaging new customers.Practical Frameworks and Strategies: Weber provides listeners with actionable advice derived from her extensive experience consulting for various organizations. She introduces the "Orchestrated Onboarding" framework, a comprehensive guide to creating successful onboarding programs that cater to diverse customer needs while avoiding common mistakes.Measuring Onboarding Impact: The discussion also covers the necessity of quantifying the outcomes of onboarding efforts, suggesting metrics and approaches to assess how well customers are integrated into a company's ecosystem and how these initiatives contribute to overall growth.Customer and Company Alignment: A key takeaway from the podcast is the importance of aligning customer expectations with company offerings right from the start. Weber highlights the need for transparency and collaboration between sales, customer success, and the customer to ensure a seamless transition and mutual understanding of value.Charging for Onboarding: An intriguing aspect of the conversation is the debate around charging for onboarding services. Weber makes a compelling case for why paid onboarding can lead to more engaged and committed customers, drawing parallels to personal investments in gym memberships as a metaphor for the value perceived when customers pay for onboarding.Visit Donna at https://www.donnaweber.com/Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger delve into the intricacies of customer onboarding and success strategies with Melissa Caldwell, Vice President of Customer Onboarding and Success at Fluxx, a SaaS grants management platform. The discussion covers the transformative journey Fluxx embarked on to enhance their customer onboarding process, ensuring quicker time to value and a more personalized approach to meet diverse customer needs.Detailed Analysis:Melissa Caldwell shared insights into Fluxx's strategic overhaul of its onboarding process, emphasizing the move from a one-size-fits-all approach to a more structured, best practice-led methodology. By introducing tiered onboarding packages, Fluxx addresses the unique needs of its clients, ranging from quick starts to comprehensive, year-long engagements. This customization has allowed Fluxx to streamline processes, improve efficiency, and maintain high customer satisfaction while managing resources effectively.A key takeaway from the conversation is the importance of setting clear expectations early in the customer journey, from the sales process to onboarding and beyond. Caldwell highlights the integration of onboarding leaders into the sales process to facilitate a seamless transition for customers, ensuring alignment on objectives, timelines, and required resources.The podcast also explores the role of technology in enhancing the onboarding experience, with specific mentions of tools like Rocket Lane for project management and Pendo for in-product guidance. These tools, alongside a focus on metrics such as utilization rates and scope adherence, have been instrumental in driving Fluxx's onboarding success.Business-Relevant Insights:Fluxx's experience underscores the significance of a tailored onboarding process in customer success strategies. For businesses looking to enhance their customer onboarding, key strategies include:Customized Onboarding Packages: Tailoring the onboarding experience to different customer needs can significantly improve time to value and customer satisfaction.Early and Clear Communication: Integrating onboarding perspectives early in the sales process and maintaining clear communication throughout can help manage expectations and foster a positive customer relationship.Leveraging Technology: Utilizing project management and in-product guidance tools can streamline onboarding processes and improve team efficiency.Continuous Improvement: Regularly reviewing and adjusting onboarding processes based on customer feedback and implementation retrospectives can drive ongoing improvements.You can also find Fluxx's podcast here.And visit their website at Fluxx.ioPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

Why banks can't get out of the habit of not using the out-of-branch tools available when they are doing business in the branch? Why is that so hard? Why banks don't value the virtual branch, like the physical branch, and do not enable younger generations to become users of the financial institutions the way they like the best - via digital? These are only some of the questions that financial institutions must work on to get more customers who hold phones in their hands from the age of 2. It is time to innovate! Notes:

Dive into the world of executive assistance and client relationships with Chris Ho, Chief Client and Revenue Officer at Athena.In this episode of Experts of Experience, host Lauren Wood engages with Chris Ho to uncover the intricacies of effective delegation and its impact on customer success.Learn about Athena's innovative approach to enhancing client experiences and how Chris's leadership is shaping the future of executive assistance. Chris shares profound insights on the relationship between successful client management and strategic delegation, emphasizing the significance of empathetic and intelligent client interactions.Tune in to discover Athena's transformative strategies in client service and delegation.If you enjoyed this episode, please rate us on Spotify and Apple Podcasts. Subscribe Now: https://www.youtube.com/@ExpertsofExperience?sub_confirmation=1 Imagine running your business with a trusted advisor who has your success top of mind. That's what it's like when you have a Salesforce Success Plan. With the right plan, Salesforce is with you through every stage of your journey — from onboarding, to realizing business outcomes, to driving efficient growth.Learn more about what's possible on the Salesforce success plan website: http://sfdc.co/SalesforceCustomerSuccess (00:00) Introduction and Focus on Customer Experience (CX)(01:20) Chris's Journey to CX and Athena's Philosophy(03:37) Athena's Approach to Matching Executives and EAs(06:56) Empowering and Nurturing Executive Assistants at Athena(09:13) Onboarding Clients and the Art of Delegation(11:11) Adapting Hero's Journey in Customer Onboarding(16:47) Client Engagement and Tracking Happiness(20:45) Client-Centric Strategies and Using AI(24:31) Teaching Clients Effective Delegation(28:00) EA's Impact on Clients' Lives and Athena's Culture(30:05) Approach to Unengaged or Unhappy Clients(32:24) Tracking Client Engagement and Happiness with AI(39:00) Chris's Personal Experience with Exceptional Customer Service(41:57) Final Thoughts and Advice for Customer Experience Leaders

Today on the show we have Shilpi Narang, the Chief Customer Officer of Bolt. In this episode, Shilpi shares her insights into the innovative 'Hypercare' strategy, a cornerstone of Bolt's customer onboarding process. We delve into how Hypercare ensures a seamless transition for new clients, emphasizing the importance of the initial 90 days in a customer's journey.Shilpi also discusses the pivotal role of customer success managers in maintaining lasting relationships and the importance of a holistic approach to customer health. Learn about Bolt's proactive methods in customer management, how they tailor support during the critical Hypercare phase, and the impact of these strategies on customer retention and satisfaction.As usual, I'm excited to hear what you think of this episode and if you have any feedback, I would love to hear from you. You can email me directly on Andrew@churn.fm. Don't forget to follow us on Twitter.Mentioned Resources:SugarCRMCustomer ChampionsTatyana Mamut

In a recent conversation, GTM Disrupted host Mike Smart sits with Donna Weber customer onboarding expert and author of “Onboarding Matters” to discuss the evolution of customer engagement and the challenges many B2B tech companies must overcome to deliver greater value to their customers. Donna shares the six-stage approach detailed in the book for more effective onboarding. Key Takeaways from this episode include: 1. Shift towards a customer-centric engagement 2. Adopting the Orchestrated Onboarding Framework 3. Sales' new role in customer success 4. Shorten the Time to Value Donna declares B2B tech must prioritize the importance of customer onboarding and customer success by taking a page from the consumer space. Onboarding begins during the selling process, by the time the opportunity has closed customers must have clarity about how the engagement will proceed and most importantly at what stage they will see value from the solution. The conversation between Mike and Donna underscores the significance of building enduring customer relationships and providing transparency and accountability throughout the customer journey. Donna's Bio Donna Weber is a leading expert in customer onboarding. For more than two decades, she's helped high-growth startups and established enterprises transform new and existing customers into loyal champions. As a recognized thought leader, influencer, strategist, advisor, author, and speaker, Donna gets to the heart of Customer Success. She is passionate about helping customers reach their goals because when your customers win, you win. It's that simple. High growth companies hire Donna to increase customer retention and lifetime value, decrease time to customer first value, reduce implementation time and costs, boost product adoption and usage, and scale Customer Success organizations. Prior to finding her boutique consulting firm in 2016, Donna worked at several startups, where she built Customer Success and Customer Education programs and organizations from scratch. For more about Donna to go https://www.linkedin.com/in/donnaweb/ or www.donnaweber.com/

Every business has a unique story to share about its life-journey. In this third installment of our KYC Origin series, host Alex Pillow is joined by Henry Irish, co-founder of Passfort; and Alex Richter, Head of Passfort. Their discussion explores the SaaS RegTech solution that changed the way anti-financial crime and compliance processes were automated.Listen to find out about:The inception of PassfortAdaptation of sophisticated, complex customer onboardingHow the service adds valueWhy Passfort's acquisition came aboutAchievements and opportunities for Passfort since acquisitionThe future of the platformVisit the Moody's Analytics KYC website for more information on how Passfort can help your business with customer onboarding and perpetual KYC.

Welcome to 'Mentoring Moments', a sub-series of the Podcast Mentoring Moments is composed of clips taken from Jason's Mentorship Sessions These sessions cover topics such as: digital, eCommerce, retail, SaaS, marketing, tech and business - plus so much more! The episode title outlines some of the topics covered in the episode for reference If you'd like to join Jason's Mentorship Program ('The Mentor Sessions') for free and get answers to your own questions, head over to the registration page to apply for 1-1 mentorship with Jason on this page: ⁠⁠https://www.greenwoodconsulting.net/jason-greenwood-mentor-sessions

In this episode, Saood unlocks the power of customer success including the seven laws of customer onboarding with host, Jonathan Corrie. Some key highlights include:- The power of effective onboarding and post-onboarding strategies- Boosting Customer Value in SaaS- The Key Connection Between Faster Delivery and Revenue Growth- Success with Strategic Metrics and Continuous Iteration- The Thrill of Turning Customers into Advocates// Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursiveTwitter: https://twitter.com/precursiveFacebook: https://www.facebook.com/precursiveYoutube: http://ow.ly/RPxH50Chv9k

Hey there! We've got an ABM & Customer Marketing webinar coming up! Register here: https://bit.ly/45rkiZa On this episode, Shahin chats with Natalie Miller, Head of Marketing, CX & Corporate Communications of ReadyTech, about how the marketing team can enhance the customer onboarding process. The episode covers the following: Why marketing should get involved with customer onboardingCommon mistakes made during the customer onboarding processThe importance of communicationCustomer onboarding at ReadyTech Natalie Miller is a brand-led growth marketing leader with over a decade of experience. As a communications professional Natalie has worked across a number of corporate brands such as Isentia, Business Australia. Natalie's mission is to combine her experience, instincts and empathy with data-driven insights to drive true commercial and customer success while strengthening employee alignment and connection to business strategies. Outside of work, Natalie has dedicated her time to a number of charitable organisations such as Startmate, the centre of gravity for the start-up community in Australia and NZ and Raw Potential Youth, a not-for-profit charity that exists to empower disadvantaged youth by providing non-judgmental support, outreach services and access to essentials such as food, clothing and bedding – serving as a non-executive board director for the last 2 years. Resources mentioned in this episode: Extreme Ownership - Jocko WillinkMini MBA - Mark RitsonSeth Godin _________________ For your copy of the State of ABM in APAC Report (2022): https://xgrowth.com.au/abm-report/ Join the Slack channel: https://growthcolony.org/slack Hosted & Produced by Shahin Hoda, Allysa Maywald & Alexander Hipwell, from xGrowth We would love to get your questions, ideas and feedback about Growth Colony, email podcast@xgrowth.com.au

Donna Weber is the author of "Onboarding Matters" Jake and Gino discuss the importance of customer onboarding , customer retention and apply it to multifamily. In this episode, you'll discover how customer onboarding can make or break a business, the neuroscience behind building trust, and the power of effective communication. Listen in for actionable steps, horror stories, real-life examples, and insights to improve your customer experience and turn your clients into loyal champions. Don't miss this informative and engaging conversation! Episode Chapters 00:00 - Intro 00:59 - Donna Weber's Background and onboarding experience 01:53 - Horror Stories of Bad Onboarding 05:18 - Advantage of Communication when Onboarding 10:39 - Neuroscience and Onboarding 11:49 - Adressing Buyer Trepidations from the Beginning 13:06 - After Purchase Remorse and how to Fight it 18:27 - The Six Steps 21:47 - Using The 6 Steps Onboarding in Multifamily 28:13 - Motives Behind Writing "Onbording Matters" 32:37 - Onboarding For Team-members / employees 34:57 - First Steps to Creating the Customer Journey 37:52 - Book Reccomendations from Donna Weber 39:11 - Contact Donna Weber 39:40 - Wrap Up #onboarding #realestateeducation #customeronboarding Donna's Book: Onboarding Matters - https://amzn.to/3UWwtZ5 Donna's Contact: https://donnaweber.com We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors)

User onboarding is one of the most crucial elements of a product-led growth strategy. In this insightful episode of the ProductLed Podcast, Joshua Waldman and Trevor Hatfield from Inturact, share their process of mapping out the user onboarding journey.  They also provide insight into how you can approach team alignment, and the key metrics companies should monitor during the entire process based on their years of experience helping Silicon Valley and Fortune 500 companies increase their revenues by as much as 200%. Watch the video in Youtube GRAB A COPY of Team Scorecard Template here ⇨ https://docs.google.com/spreadsheets/d/1KDv4IIfkj5_wTyYNnANeX5s4qsO-77AFJFfJQA7YNa8/edit#gid=0 Get the Customer Journey Map here ⇨ https://inturact.innertrends.com/customer-journey-metrics/1676494765ad25246167f7df15 Key Takeaways [1:10] The Origin Story Of Inturact [2:30] A Sample User Onboarding Map [3:15] The Three Most Important Metrics [6:25] What Happens When Companies Don't Have A Plan [9:05] Where Does User Onboarding Even Begin And End [14:50] Understanding The Difference Between User Onboarding Vs. Customer Onboarding [16:40] Inturact's Secret Ingredient  [25:00] Diving Into A Case Study With Inturact [28:30] Final Tips For Aligning Your Teams About Trevor Hatfield ​​Trevor Hatfield is the CEO of Inturact whose focus is to align your web-marketing with your sales objective using the latest methodologies and technological solutions to expand your reach, build your brand, and increase your revenue. Inturact has run successful campaigns for startups up to fortune 500 brands. Trevor's specialties cover SaaS & Product Marketing, Inbound Marketing, Growth Hacking, Web Design Development, Content Marketing, Graphic Design and Data Analysis – everything you need to turn your web presence from an immovable object to an unstoppable force. About Joshua Waldman Joshua Waldman is currently the Client Account Manager of Inturact. With more than 13 years as an entrepreneur and product leader, his passion for product management and customer empathy has driven him to write a For Dummies book, self-publish, and contribute to publications like Forbes and HuffPost. Guest Resources: Check out Trevor's socials! Trevor on Twitter Check out Joshua's socials! Joshua on LinkedIn Learn more about Inturact: Inturact Website

In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach.

This week we are sharing a podcast that was published in January 2022. Jordan Silverman joins Jeff to talk about onboarding and implementation and how this timeframe is critical for customer retention. Making sure the customer journey is more customer-centric rather than company focused can help make sure your customers are seeing a very quick time-to-value, helping to increase the likelihood of retention for them. The first 30/60/90 days and having a plan to bring those activations and impact to the customer strengthens their usage. He shares how his team works to avoid the tunnel vision into what customers are doing as a whole, allowing a more holistic view of how you can support the work they are doing. Listen to some ideas that Jordan shared that can encourage customer investment in the process. You can find Jordan here ----- Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success. We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page. GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.  

Shahin chats with Jon Amery, Head of Marketing at Australian Finance Group (AFG) about building data-driven customer communications and onboarding strategies. Jon has worked for some of the UK and Australia's biggest brands, including BSkyB, AOL, Virgin Media, VOCUS and now AFG across Executive Marketing, Commercial and Customer experience roles. He's been twice recognised by CMO50 in the top 10 Chief Marketing Officers in Australia and spent 5-plus years advising (mostly B2B) start-ups through all stages of growth. The episode covers: How to build the onboarding processRepurposing research-based contentHow to refine the onboarding process using customer feedback Resources mentioned in this episode: Thinking, Fast and Slow - Daniel KahnemanHow Brands Grow - Byron SharpRevisionist History - Malcolm Gladwell _________________ For your copy of the State of ABM in APAC Report (2022): https://xgrowth.com.au/abm-report/ Miss out on our latest webinar? Listen here: https://xgrowth.com.au/blogs/programmatic-abm/ Join the Slack channel: https://growthcolony.org/slack Hosted & Produced by Shahin Hoda, Allysa Maywald & Alexander Hipwell, from xGrowth We would love to get your questions, ideas and feedback about Growth Colony, email podcast@xgrowth.com.au

Jennifer Durishin is the new head of marketing at Prodigal. Well, new-ish. She got through her first 90 days as head of marketing, shares how she approached it, and what other SaaS marketers might want to keep in mind.Jennifer specifically talks about a first 90-days framework that she got from Gartner, which she learned about through a community of go to market professionals called Pavilion and in another community by 6sense. She shares more about what Prodigal is building, how her marketing team is structured, and her first steps in starting her new role.Other topics include the role of marketing agencies, learning and development (L&D), sales enablement, customer onboarding, working cross-functionally, and measuring performance. Use the markers below to jump ahead. (00:00) - Introduction (00:28) - About Prodigal (01:48) - Jennifer's First 90 Days (03:35) - Meet Jennifer's Team (05:33) - Hiring Agencies (06:56) - Marketing L&D (07:47) - Sales Enablement (08:57) - Customer Onboarding (09:52) - Working Cross-Functionally (11:12) - Measuring Performance (12:16) - Conclusion (14:23) - Following Jennifer Durishin (14:42) - Closing Credits Follow Jennifer Durishin on LinkedIn: https://www.linkedin.com/in/jennifer-durishin/Learn more about Prodigal: https://www.prodigaltech.com/ 

Lightening Round - Top 10 Ways To DRIVE Customer Loyalty  Question: Jack Hubbard says, "Jack and his team at St Meyer and Hubbard did  a study and found that less than 8% of commercial bank divisions had any formal onboarding process. Being a new customer of any business is scary and getting a customer off on the right foot not only mitigates buyers remorse, it facilitates cross solving and many referral possibilities. So how do you put together an effective customer onboarding strategy? Book: Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions by Donna Weber   This episode was sponsored by Calendly. 

Have you ever invested in technology, only to find yourself frustrated when trying to learn how to use it? Tom Studdert and his team at ZoomInfo have created a new customer experience that ensures their success. Tom shares lots of nuggets you can apply to the onboarding of new clients and employees.Tom Studdert is the Vice President of Customer Onboarding & Education at ZoomInfo where he oversees the comprehensive onboarding program with a focus on early adoption of the ZoomInfo suite of products. Before joining ZoomInfo, Tom spent 20 years in Higher Education serving as an Assistant Dean of Student Development at Texas Christian University and a Director of New Student Orientation at the University of Southern California.You'll discover: The strengths Tom brought from his experiences in higher education to his role at ZoomInfoHow Tom and his team build scaffolding into all customer education programsHow Customer Education differs from Customer Training and Customer ServiceWhat Tom and his team do to provide extraordinary experiences when onboarding new customersThe values that the CEO models and advocates for everyone in the companyCheck out all the episodesLeave a review on Apple PodcastsConnect with Meredith on LinkedInFollow Meredith on TwitterDownload the free ebook Listen Like a Pro...

Sri Ganesan is Co-founder & CEO of Rocketlane, a leading Customer Onboarding Platform and SaaS product that helps businesses by replacing generic project management and document collaboration tools with a unique, unified workspace.  Sri has spent his last 9 years building and scaling SaaS businesses. His last start-up, Konotor, was acquired by Freshworks in 2015 and went on to become their fastest-growing product (today known as Freshchat). Prior to building start up, Srikrishnan was leading product teams at companies like Verizon, Rediff, and Jigsee. In this episode we cover: 00:00 - Intro 01:35 - Sri's Background + Freshworks Acquisition Story 08:33 - Founding Rocketlane 11:10 - The Importance & Impact Of Customer Onboarding 14:29 - What Kind Of Companies Rocketlane Is Build For 16:55 - The Needs Of Sales & Marketing Teams In An Onboarding Platform 19:35 - https://flyingcatmarketing.com (Flying Cat Marketing - Content-led B2B SEO agency) 21:33 - Prioritizing The Most Important Things When Onboarding A New Client 24:09 - Pros & Cons Of Following An Onboarding Template vs Natural Conversations 25:52 - How New Business Can Implement Or Optimize A Customer Onboarding Process 27:46 - Sri's Favorite Activity To Get Into a Flow State 28:27 - Sri's Piece Of Advice For His 20 Years Old Self 29:03 - Sri's Biggest Challenges at Rocketlane 30:19 - Instrumental Resources For Sri's Success 32:26 - What Does Success Means for Sri Today 33:09 - Get In Touch With Sri Get In Touch: Sri's Email https://twitter.com/srikrishnang (Sri's Twitter) Mentions: https://www.linkedin.com/company/freshworks-inc/ (Freshworks) https://www.linkedin.com/in/girish1/ (Girish Mathrubootham) Books: https://amzn.to/3BO7MVM (Leadership and Self-Deception: Getting out of the Box by The Arbinger Institute) https://amzn.to/3BRHuSk (Made to Stick: Why Some Ideas Survive and Others Die by Chip & Dan Heath) Tag Us & Follow: https://www.facebook.com/SaaSDistrictPodcast/ (Facebook) https://www.linkedin.com/company/horizen-capital (LinkedIn) https://www.instagram.com/saasdistrict/ (Instagram) More About Akeel: https://twitter.com/AkeelJabber (Twitter) https://linkedin.com/in/akeel-jabbar (LinkedIn) https://horizencapital.com/saas-podcast (More SaaS Podcast Sessions) https://horizencapital.com/saas-consulting-services/ (SaaS Consultants) https://horizencapital.com/how-to-value-saas-business/ (Learn How to Value SaaS Companies)

This episode features an interview with Srikrishnan Ganesan, Co-Founder and CEO of Rocketlane, a high-growth customer onboarding software that lets you collaborate with customers. Sri has over nine years of experience growing and scaling SaaS companies. In this episode, Sri discusses how to speed up employee communication across silos, the critical customer onboarding timeline, and developing accountability with customers so they take some ownership of their own experience.Quotes*”We figured out what [our customers'] biggest time sinks are and automated some of those. [Then] built a beautiful experience that makes those people look good in front of the customer. It [was] like [an] aha moment for them to say, ‘Hey, wow, this is where I spend a lot of my energy wastefully. And the product is doing all this for me. And it's not one more tool. It's the tool that I'm going to use with my customers during this whole engagement. It's getting rid of multiple tools and making it one singular experience.'”*”From an efficiency standpoint, there's a lot of ways in which you can see the benefit of better onboarding. Firstly, if you get everyone to execute in a coordinated way on time, it gets your customer to value faster. And that's super important for SaaS because very often churn happens because it's been six months since you bought a product. You have some sort of an implementation that happened, but then you're not truly live yet. Your team hasn't adopted that software yet. And when it comes up for renewal, you're gonna be like, we didn't see [the] value.”*”The more you control [onboarding] and actually get the customer live in three to four weeks, you're more likely to have that successful partnership with them and build upon where you start.”*”Especially if you're selling to mid-market or enterprise, you're never truly done onboarding the customer. You're done with phase one. You're gonna start phase two next. So there are ongoing initiatives that you want to run collaboratively with the customer, where you wanna hold the customer accountable as well, and deliver a better experience on both sides.”*”Is my customer success team playing offense or defense and why? By playing offense, we mean, are they focused on expansion and focused on going after more use cases, doing more with the customer, setting up more integrations, et cetera? Or are they on defense saying, ‘Hey, sorry, but we are not able to deliver on this yet'?”*”If you do a great job during onboarding, then automatically you are more on the offense than on defense with those customers. If you do a sloppy job, you're on the back foot from the get go. You can't talk renewal. You need to first win back trust from the customer again before you go that direction.”Time Stamps*[0:11] The Case of Slow Customer Onboarding*[0:30] Introducing Srikrishnan Ganesan, Co-Founder & CEO at Rocketlane*[1:21] Get to know Rocketlane*[9:50] Evidence #1: Employee communication is siloed*[15:56] Evidence #2: Customers are left to conduct their own orientation of the product*[26:14] Evidence #3: Customer onboarding is standardized*[19:19] Debrief: Review takeaways*[30:05] HGS Pub: Lyssa and Sri celebrate cracking the caseBioSrikrishnan (Sri) Ganesan is a co-founder of the fast-growing customer onboarding platform Rocketlane, a SaaS product that helps businesses by replacing generic project management and document collaboration tools with a unique, unified workspace. Sri has spent his last nine years building and scaling SaaS businesses. His last startup was acquired by Freshworks (NASDAQ:FRSH) in 2015 and went on to become their fastest-growing product (Freshchat). He is passionate about all things CX and startups.Thank you to our friendsThis podcast is brought to you by HGS. A global leader in optimizing the customer experience lifecycle, digital transformation, and business process management, HGS is helping its clients become more competitive every day. Learn more at hgs.cx.LinksConnect with Sri on LinkedInFollow Sri on TwitterConnect with Lyssa on LinkedInCheck out HGS

Stuart shares incredible insights into the new customer onboarding process, topics include: Sales-Marketing-Service Alignment: Gaps in this area aren't because of your internal teams per se, but because of not knowing your customer. And they feel it. He shares valuable advice on how to avoid this trap. Failed Onboarding: This has proven controversial online, but the Arrows team is opinionated about it. Onboarding can be considered either a success or a failure. What does this mean in practice? Stuart breaks it down. Cost of Failure: It's easy to think about new customer onboarding as a short-term concern. However, there are long-term financial ramifications of failing to retain customers. And it could cost you your business. Who Owns Onboarding: This is a tricky one. Stuart talks through the nuances of sales or service teams owning new customer onboarding, and in particular, what that looks like in HubSpot (in deals vs. tickets). Onboarding Velocity: This is the one metric that Stuart is thinking about right now. He explains what it means, how they think about this at Arrows, and why it matters. Learn more about Arrows: https://arrows.to/Find Stuart on LinkedIn: https://www.linkedin.com/in/stuartbalcombe/

Today on the show we have Rupesh Rao, Founder, and CEO of CogniSaaS.In this episode, Rupesh shares how he managed his career to optimize learnings before taking the leap over to entrepreneurship.We then discussed how you can switch your customer onboarding focus from a task-based to an outcomes-based approach and the impact it has on retention and we wrapped up by discussing how to manage priorities between departments and remove communication silos while onboarding new customers.As usual, I'm excited to hear what you think of this episode, and if you have any feedback, I would love to hear from you. You can email me directly at Andrew@churn.fm. Don't forget to follow us on Twitter.

In this episode of The Support Automation Podcast, Donna Weber, The Customer Onboarding Expert at Donna Weber Springboard Solutions and Principal of KickStart Alliance, joins Justin Schmidt to discuss the role of support automation in customer onboarding and the benefits of taking a low/digital touch approach.

Mike and Cristina discuss how she helps motivated entrepreneurs build strong foundations to allow them to scale to 7+ figures & beyond.

We've all been there - after opening an account with a new bank or credit union, you never hear a peep from them. Why aren't financial institutions more proactive with their customer onboarding? I'm joined by J.J. Slygh, Principal Product Marketer at Total Expert, to talk about why so many FIs fail to make their new customers feel welcome. Communication is the key to deepening relationships, but a lot of financial brands can do better. Join us as we discuss: - Missed opportunities for deepening relationships with customers (6:11) - Cross-helping your customers rather than cross-selling (15:47) - Using customer data to help with proactive outreach (25:32) Check out these resources we mentioned during the podcast: - J.J. Slygh - Total Expert You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Grab my Tips & Secrets for CSA Success Canva Template to Onboard Your CSA Members. How are you onboarding your CSA members into your CSA's first weeks? (Are you?) In this episode, I walk through the 4 categories of content/information you should consider putting into your onboarding strategy. You'll walk away with a plan for mapping out your strategy, what it should include, and how long it should take. I even share my CSA's handbook template.

Nate Bitting is an experienced leader with a background in operations, strategy, customer success, automation, project and product management. Having built large teams from scratch and developed products from inception to production resulting in millions of dollars of the incremental pipeline. He is currently the Vice President of Customer Services Strategy & Operations at Alteryx. In this episode, Nate speaks about: - Building operational capability for Customer Success and Professional Services - The metrics that matter for modern Customer Success & Services teams - Convergence in the Outcomes Era - Customer Operations 101Follow Precursive on: Linkedin: https://www.linkedin.com/company/precursive Twitter: https://twitter.com/precursive Facebook: https://www.facebook.com/precursive/Youtube: http://ow.ly/RPxH50Chv9k

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Star Hofer is vice president of customer success at PartnerStack, multi-time top customer success influencer, and a customer success mentor coach at Catalyst Software. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Irit Eizips is the chief customer officer and CEO of CSM Practice, the leading customer success strategy firm for executives.Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com

We are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy & Customer Officer at involve.ai, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence. Register for Propel22: https://rocketlane.com/propelMore about ServiceRocket:Visit ServiceRocket.com: https://www.servicerocket.com/On Linkedin: https://www.linkedin.com/company/servicerocket/On Twitter: https://twitter.com/servicerocketOn Facebook: https://www.facebook.com/ServiceRocket/On Instagram: https://www.instagram.com/servicerocket/ Subscribe at helpingsells.substack.com

Learn how Linear Financial Technologies simplifies customer onboarding and finance origination workflows.Learn more about Linear Financial Technologies at: https://www.linearft.com/Find Brian Geary on LinkedIn here:  https://www.linkedin.com/in/brian-geary-63bb542/----J.C. Granger is the founder and CEO of Infinity Marketing Group. The company provides marketing solutions and LinkedIn lead generation for B2B tech companies.Learn more at https://www.infinitymgroup.comReach out to J.C. on LinkedIn here: https://www.linkedin.com/in/jcgranger/