{"id":2419,"date":"2024-05-09T10:00:00","date_gmt":"2024-05-09T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/90-day-plan-for-saas-customer-onboarding\/"},"modified":"2026-08-06T10:29:35","modified_gmt":"2026-08-06T10:29:35","slug":"90-day-plan-for-saas-customer-onboarding","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/90-day-plan-for-saas-customer-onboarding\/","title":{"rendered":"90 Day plan for SaaS Customer Onboarding"},"content":{"rendered":"
\n

As a SaaS provider, you
\nknow the importance of ensuring customer success. If your SaaS doesn\u2019t provide
\nmeasurable value quickly, customers will cancel and look elsewhere for a
\nsolution. Ever-increasing competition and a monthly subscription revenue model
\nmake cancellation a simpler option, so SaaS providers have to sell their
\nbenefits continuously to ensure customer satisfaction. The first 90 days of a
\ncustomer relationship are crucial for optimizing use, adoption, and derived
\nvalue from a SaaS service.<\/p>\n

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Think about the investment it takes to earn one new customer. Moving from contact to prospect to qualified opportunity and finally to the customer takes time and money. SaaS businesses recoup this investment over time, and it often takes beyond 90 days to do so. This period, however, is also when most SaaS customer churn occurs. The risk is not just losing a customer but also netting zero return on investment.<\/p>\n

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Onboarding is the key
\nto customer success<\/h2>\n

To reduce churn rate, SaaS providers have to build a customer onboarding process<\/a> that encompasses everything from gaining insight into customer goals to ensuring a high adoption rate. While this onboarding process cannot occur overnight \u2014 rushed onboarding increases the risk of low usage \u2014 it is important to find small wins for a customer that show the present and future value that a product holds.<\/p>\n

Here is a breakdown of
\nthe first 90 days of onboarding, with goals at each stage:<\/p>\n

<\/div>\n

First 30 Days<\/h2>\n

At this stage, your
\ncustomer is new and likely has high hopes for your SaaS. During this time, it
\nis crucial to collect and verify customer data to ensure that the product is a
\ngood fit and that onboarding is aligned with customer goals. It\u2019s also
\nessential to provide a quick win for your customer, to encourage continued productive
\nuse of your SaaS.<\/p>\n

Your onboarding efforts
\nduring this first 30-day period should include a series of onboarding-focused
\ncommunication, either email or messages through your app. This communication is
\nvital because it creates the first steps of a customer\u2019s path. It also can
\nalert new users of areas where other customers have found success or struggles.<\/p>\n

Other retention-focused
\nactivities during this first month include:<\/p>\n