Avoid This Subscriber Onboarding Trap

This is why ‘Customer Success’ is a false idol and a dangerous

Most people within the SaaS world are obsessed with the idea of “customer success.”  It’s a buzzword phrase that you’ll hear everywhere, and, while it’s obviously important that your customer gets value from your product, choosing some arbitrary collection of actions and naming it ‘customer success’ is frankly just as silly as doing nothing for onboarding.

The prospect has to be willing to let go of a lot of deeply ingrained habits and beliefs BEFORE they’re willing to switch to a new approach.

It’s great to show up in the marketplace with a new tool, but you also have to assume nothing and show potential users when, where, and how to benefit from your tool.  You’ll need to help the subscriber see how it all comes together in a positive way that will truly make their lives better.

Customer retention for a SaaS product involves 3 things:

  1. Subscribers must understand systems thinking,
  2. You must teach your new subscriber your system, and
  3. You’ve got to click here to watch this episode for more…

This episode of Be Unleavable® Subscription Growth reveals how to onboard new subscribers in a SaaS product for higher retention. More importantly, you’ll get to see an example of a SaaS product who executed this strategy and was acquired for a nice multiple just a few months later.

Watch Be Unleavable Subscription Growth here

About Robert Skrob

The problem with subscription membership programs is that members quit, I fix that problem. For more than 20-years I have specialized in direct response marketing for member recruitment, retention and ascension in diverse subscription members environments including non-profit associations, for-profit publishers/coaching, subscriptions and SAAS companies. For an evaluation of your current churn rate and how I can improve it, contact me here. I discover there are often two or three quick wins you can implement within a week to lower churn immediately, let’s talk about your quick wins.
10X Subscription Growth

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