Too many SaaS providers take the wrong approach when it comes to client onboarding, and the price they pay is increased churn rates and low long-term retention.
The thing is, you have to understand your focus during the onboarding process: getting the client to the point where they understand the value that you’re offering them. The point at which the client understands your value is crucially different to their first experience of value – because it’s probably going to take longer for that to happen.
Basically, it’s the point where a light in your customer’s head goes off and they say, “hey, this is what they were talking about during the sales pitch!” Here they’re realizing the value potential whilst acknowledging that they probably won’t get to see that value until further on down the line – and it’s at this point that you should consider a client “onboarded”.
The focus of this checklist is to make sure that recognition of value is delivered, without overwhelming or neglecting the client’s needs. With the mantra of “high tech allows for high touch“, this checklist template utilizes automation to deal with many of the manual processes that would typically bog you down during the onboarding process, for a robust and scalable solution to all client scenarios.
Without further adieu, let’s get started with the checklist.