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Onboarding: The Secret Sauce for Retention & Renewals (Part 2)

  • Writer: Ankit Pandey
    Ankit Pandey
  • Jul 23, 2024
  • 2 min read

Forget lukewarm first impressions!


We're diving deeper into onboarding's power to drive customer loyalty and recurring revenue. Building a loyal customer base starts with a stellar onboarding experience. 



Think about it...how you introduce your product sets the tone for the entire relationship.



In my previous post, we talked about the shift in CS metrics, focusing on growth alongside retention. Here's the secret sauce: a rock-solid onboarding process fuels both. Here's why:


⌛ Faster Time to Value (TTV): Great onboarding gets customers up and running quickly, showcasing the product's value and reducing churn.


📈 Increased User Adoption: When customers understand how to use your product effectively, they're more likely to see its full potential and stick around.


🙂 Higher Customer Satisfaction: A smooth onboarding sets the stage for a positive customer experience, leading to higher satisfaction and stronger brand loyalty.



So, how do you measure a successful onboarding experience? Here are the top 5 metrics to track:


🖥️ Feature Adoption: Are customers using the core features that deliver value?


👍 Activation Rate: How many users are completing key actions that signal product engagement?


🎯 Completion Rates: Are users finishing onboarding modules or tutorials?


🌟 Net Promoter Score (NPS) - Onboarding Specific: Track NPS specifically for users post-onboarding. A rising score indicates that satisfied customers are ready to become advocates.


📄 Self-service Utilization: Are customers finding answers and resolving issues independently through knowledge bases or FAQs?



What are some of the onboarding metrics you're tracking? Are there any metrics you think are crucial but haven't started tracking yet? Let's hear it from you!



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