Onboarding

Once you have attracted a prospect to your site, and they have signed up the next step is to onboard them successfully. How do you ensure that you convert this prospect to a paying customer? By onboarding them successfully you enable them to obtain immediate value thus ensuring they are receiving value from your application from the start. All SaaS companies recognise the importance of onboarding. For many though it takes time to learn what paths retained customers take, and how to optimise for everyone.

These resources include must read blogs from Jason Fried on designing for the blank slate and from Tom Tonguz on why you need to deliver utility as quickly as you can.

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Key Recommendations

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Why you should be measuring time to utility for your product

Do you measure your product’s time to utility? If not, you should. The best products reward users as quickly as possible after installation and account creation. But it’s easy to forget about this and as a result, watch conversion rates from download/install-to-active fall.

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Managing new user satisfaction on a daily basis

As we get to the end of 2016, I’m in many conversations about 2016 performance and 2017 budgets. While 2016 isn’t over yet, most SaaS companies know how things are going to end up within a few percentage points. As a result, their focus on 2017 is an extrapolation from how they have been doing in 2016, typically building on month over month activity.

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Intercom on onboarding

Intercom on Onboarding features nine chapters of the most valuable lessons we’ve learned onboarding tens of thousands of customers. Simple and straightforward advice on getting your customers to that “ah-ha!” moment, and making sure they never look back.

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A guide to SaaS customer onboarding

‘Customer Onboarding’ is an umbrella term that’s often used to describe the entire process that users go through when they start their journey as a customer of your product or service. The onboarding experience can define the ongoing relationship your customer has with the product. In other words: It’s critical.

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What’s the best onboarding plan for B2B SaaS

Customer onboarding for B2B SaaS can take a variety of different forms with a variety of different content. But there are some grounding principles and key tactics that you should definitely consider incorporating into your own user onboarding process.

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The low hanging fruit of user onboarding

They wade through the data looking for easy tweaks, hoping that changing a red button green, or adding words like “Free” and “Now” to landing page headlines will add another 0.01% to their funnel. At best this Fisher-Price psychology gets them a few quick wins, at worst they spin their wheels for weeks simply pushing complexity around from one screen to another, all in the hope of growing sign-ups.

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Samuel hulick on building better onboarding

A UX designer by trade, he is regularly publishing detailed onboarding teardowns of everything from productivity tools like Asana and Trello to Ashley Madison and the Hillary 2016 campaign app. You might also recognize Samuel’s name from our new book, Intercom on Onboarding, for which he was a guest contributor. He’s written his own book on the topic too.

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Strategies for onboarding new users

When you’re building your own onboarding, it’s helpful to familiarize yourself with some onboarding best practices – how other companies are signing new users up, how they’re demonstrating progress to the user, etc.

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What is user onboarding? A better definition

The term gets thrown around a lot in the software world, but has varying definitions — even to people on the same team! Some say it’s teaching new users, others that it’s indistinguishable from user experience, while others imagine it to just be swipe screens or a quick product tour.

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