Whenever you sign a customer, they have expectations from your product regarding the value it will generate for them. The time taken for your customers to realize this value is called time to value or TTV.
In SaaS high-touch onboarding the CSM is highly involved in the process and the main goal of such onboarding is not only to onboard the customer and train them how to use the product, but also to customize it to the customer’s needs.
When businesses fail to create a satisfying onboarding customer journey, they risk losing customers to companies that offer better processes. Doing customer onboarding well brings is highly important for your customers retention.
Net promoter scores can vary based on distinct customer segments such as age group, gender, and customer history. NPS analysis helps you determine how to adapt your approach to different types of customers.
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