Customer Onboarding that drives growth

Hi, I’m Markus, and welcome to a 🔒 subscriber-only edition 🔒 of my newsletter. I help you to deliver, grow, and monetize customer value to improve your performance, accelerate your career, and build a profitable SaaS business.

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The first impression matters.

Whether you are meeting new people, trying a new restaurant, or applying for a job.

And buying new software is no different.

• A great first impression wants you to see more.

• A poor one is turning you off immediately.

The numbers show that most companies fall into the latter category.

They are losing about 75% of their new sign-ups within the first week.

Half of their new customers log into the product only once.

These numbers are scary and prove that there’s a lot left to do.

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What most people get wrong

Let’s start with a common misconception about customer onboarding.

It’s not about introducing customers to all the features and functions of your product.

Because that’s not what your customers care about.

They want to see quick and easy wins and here’s why:

• Your customers’ desired outcomes are likely not achieved within days or weeks.

• More realistically, it takes months, a year, or even longer to get there.

• That’s a serious investment of time, effort and money.

Would you be willing to commit without a definitive proof of value?

Most likely not and so do your customers.

The goal of your onboarding is to get your customers’ buy-in for playing the long game.

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