{"id":2420,"date":"2024-05-09T10:00:00","date_gmt":"2024-05-09T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/saas-what-is-a-great-customer-onboarding-process\/"},"modified":"2026-08-06T10:58:18","modified_gmt":"2026-08-06T10:58:18","slug":"saas-what-is-a-great-customer-onboarding-process","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/saas-what-is-a-great-customer-onboarding-process\/","title":{"rendered":"SAAS: What is a great customer onboarding process?"},"content":{"rendered":"<div id=\"blogcatcontent\" class=\"col-lg-8 ps-lg-4\">\n<p>It is no surprise to tell you that <a href=\"\/customer-onboarding\/\">customer onboarding<\/a> is substantial for your business. A customer onboarding process is all about comprehending the relationship of clients with your business or company from the very start.<\/p>\n<p>Customer onboarding is the beginning of a customer\u2019s journey. It allows you to understand the perception of customers about your business. It enables you to analyze all activities or procedures regarding the introduction of your products and services to new customers.<\/p>\n<p>Customer onboarding is a daunting task for many businesses. However, when you get it right, this process will allow your customers to get acquainted with your products or services. When it comes to the success of the <a href=\"https:\/\/www.smartplaybooks.io\/templates\/customer-onboarding-playbook-template\/\">customer onboarding process<\/a>, it requires careful planning, significant efforts, and ongoing support.<\/p>\n<p>The process of<br \/>\nonboarding is important throughout your customers\u2019 journey. It is all about<br \/>\nenabling your customers to get the most out of your product or service. The<br \/>\nentire purpose is to improve retention.<\/p>\n<p>In today\u2019s article,<br \/>\nwe are going to tell you about SAAS \u2013 what is a great customer onboarding<br \/>\nprocess and how to get the most out of it. We will likewise highlight client<br \/>\nonboarding process steps.<\/p>\n<p>We recommend you to<br \/>\nread this post carefully so that you comprehend all the necessary information and<br \/>\ntreat the process as a touchstone to boost productivity and retention. Read on!<\/p>\n<h2 id=\"h-the-impact-of-saas-on-businesses-and-customers\" class=\"wp-block-heading\"><strong>The Impact of SAAS on Businesses and Customers<\/strong><\/h2>\n<p>SAAS companies<br \/>\nrepresent a major change in the way companies operate in the market. Today, they<br \/>\nrepresent a change in the old-fashioned way of doing business.<\/p>\n<p>You probably have<br \/>\nheard the word SAAS, but do you know what it means? SAAS (Software as a<br \/>\nService), is the availability of applications via the cloud \u2013 i.e. the use of the<br \/>\nsoftware through the internet.<\/p>\n<p>You probably have<br \/>\nmore contact with services like this than you think, Google Drive, Trello, Mail<br \/>\nChimp and even Netflix are among these types of services.<\/p>\n<p>The customer<br \/>\nexperience has become increasingly important for organizations, those that do<br \/>\nnot adapt will be swallowed up by the market. This is what happened to the<br \/>\nsoftware market.<\/p>\n<p>SaaS is a summary<br \/>\nof the many needs that consumers had. Certainly, your experience with Google<br \/>\nDrive is much better than with your external hard drive. In the end, this is<br \/>\nthe goal of Software as a Service, to make life easier for its users.<\/p>\n<h3 id=\"h-the-benefits-of-saas\" class=\"wp-block-heading\"><strong>The benefits of SaaS<\/strong><\/h3>\n<ul class=\"wp-block-list\">\n<li>The convenience of being able<br \/>\nto use anywhere, whether on the notebook, tablet or smartphone.<\/li>\n<li>The option to choose the best<br \/>\nplan that suits all your needs.<\/li>\n<li>The ease of integrating with<br \/>\nother systems through APIs.<\/li>\n<\/ul>\n<p>According to a<br \/>\nGartner survey, 71% of CIOs use SaaS companies as their first choice. The<br \/>\nmarket has already adhered to this type of tool, recognizes its importance and<br \/>\nall the experience that can be provided with these solutions. Because of this,<br \/>\nthe benefits offered to make the customer experience much more complete.<\/p>\n<p>The old methods of<br \/>\nacquiring applications worked, but it was not ideal, it was what consumers had<br \/>\nat their disposal. With the lack of support after purchase, it was very<br \/>\ndifficult for the customer to learn to handle all the features and obtain good<br \/>\nresults.<\/p>\n<p>Today, in addition<br \/>\nto providing more quality services, SaaS provides more learning on the customer<br \/>\njourney, facilitating the use of tools and creating a more attractive<br \/>\nexperience.<\/p>\n<p>Software as a<br \/>\nService (SAAS) came to change the rules of the game and radically change the<br \/>\nmarket, the trend is that this type of technology continues to grow \u2013 as well<br \/>\nas concern for the customer experience.<\/p>\n<p>This model has been<br \/>\nincreasingly widespread among companies and it is very simple to understand<br \/>\nwhy. There are several advantages when choosing a cloud solution, among them,<br \/>\nare:<\/p>\n<ul class=\"wp-block-list\">\n<li>Reduction of expenses:<br \/>\ninvestments are not necessary to set up a local infrastructure with servers and<br \/>\ndatabases, in addition to reducing license expenses.<\/li>\n<li>Accessibility and mobility:<br \/>\nbecause it is hosted on cloud servers, it can be accessed from anywhere in the<br \/>\nworld.<\/li>\n<li>Optimization and agility: the<br \/>\nsystem is constantly updated by the supplier without the need for any involvement<br \/>\nof its technical team.<\/li>\n<li>Information security: when<br \/>\ninserting your data in a cloud computing platform, all protection will be<br \/>\nprovided by the supplier based on the main technologies of the market.<\/li>\n<\/ul>\n<h3 id=\"h-customer-service-is-essential-for-saas\" class=\"wp-block-heading\"><strong>Customer service is essential for SaaS<\/strong><\/h3>\n<p>This is one of the<br \/>\nstrengths of SaaS: support and customer service. 92% of consumers consider that<br \/>\nservice is essential to choose a brand to buy or relate to. Service is the main<br \/>\nconnection between the company and the customer, which is why we see so many<br \/>\nsuccessful SaaS cases.<\/p>\n<p>If you use Netflix<br \/>\nand have already had to solve a problem or answer a question, it was certainly<br \/>\nvery well attended. These companies understand the importance of maintaining a<br \/>\ngood relationship with users.<\/p>\n<h2 id=\"h-how-to-create-a-customer-onboarding-strategy\" class=\"wp-block-heading\"><strong>How to create a Customer Onboarding Strategy?<\/strong><\/h2>\n<p>Creating customer<br \/>\nonboarding is essential for your ongoing relationship with your customers. Not<br \/>\nonly does it increase the lifetime value of a customer but it also decreases churns.<br \/>\nThe purpose is to convert new customers into repeat customers.<\/p>\n<p>Customer onboarding is extremely important \u2013 and in today\u2019s fast business world, if you are unable to retain customers, you will suffer from discrepancies. These include losing over 70% of new customers in the initial days.<\/p>\n<p>Research shows that 40-60% of new customers will test your product one time. They will never buy from your company again. A list of great customer onboarding examples can be accessed here.<\/p>\n<p>This is why<br \/>\ncustomer onboarding is of great importance. The \u201cword-of-mouth\u201d plays a key<br \/>\nrole in acquiring more and more customers.<\/p>\n<p><a href=\"\/resources\/blog\/customer-retention-analysis\/\">Customer retention<\/a> increases your business revenue by lowering the cost of acquisitions. Eventually, this is beneficial for your company \u2013 i.e. more repeating customers will lead to more revenue.<\/p>\n<p>It is not a good<br \/>\nidea to create a campaign without a sophisticated onboarding strategy. If you<br \/>\nhaven\u2019t created an onboarding strategy, you might face problems like ineffective<br \/>\nmarketing. Therefore, you need to create objective \u2013 and based on them, you<br \/>\nwould be able to create plans.<\/p>\n<p>Your plans will<br \/>\nkeep on changing as you become more knowledgeable about your customers. Again,<br \/>\nyou need to set objectives \u2013 because, without clearly-defined goals, you can\u2019t<br \/>\nstart your journey.<\/p>\n<p><strong>Tip:<\/strong> Your objectives or goals must be customer-oriented and specific to your products. It is important to synchronize your objectives with retention.<\/p>\n<p>So, in this regard,<br \/>\nyou must get customers to use your product or service one time in the initial<br \/>\ndays \u2013 i.e. the first week. The second thing is to create a sophisticated usage<br \/>\npattern. Make sure you make your product or service more indispensable.<\/p>\n<p>The initial phases<br \/>\nof customer onboarding require you to collect information on your customers.<br \/>\nThe best way to do this is via your marketing and sales processes.<\/p>\n<p>Keep in mind that your<br \/>\ncustomer impression of you is everything you need to determine. So, always give<br \/>\nyour customers a holistically engaging experience.<\/p>\n<h3 id=\"h-know-your-customer\" class=\"wp-block-heading\"><strong>Know Your Customer<\/strong><\/h3>\n<p>For a successful<br \/>\nonboarding strategy, first, you need to create a buyer\u2019s persona \u2013 which means<br \/>\nknowing and understanding your customers. This will allow you to analyze hindrances,<br \/>\nchallenges, and prospects.<\/p>\n<p>Buyer Persona is<br \/>\nalso useful for creating ideal solutions and outcomes. Gathering information on<br \/>\nyour customers can help you create customized onboarding objectives and<br \/>\nexperience.<\/p>\n<h3 id=\"h-understand-customer-expectations\" class=\"wp-block-heading\"><strong>Understand Customer Expectations<\/strong><\/h3>\n<p>Your customer<br \/>\nexpectations about your product hold a significant value. This means your<br \/>\ncustomers must know what to expect from your product or service before he or<br \/>\nshe opts to purchase your product.<\/p>\n<p>In this sense, you<br \/>\nmust carefully examine all qualifying factors regarding your product, which is<br \/>\nan essential step into the customer onboarding process. This requires you to<br \/>\nrepeatedly present your product\u2019s value to the customers.<\/p>\n<p>At the same time,<br \/>\nyou need to educate your customers regarding any potential risks. So, if any<br \/>\nunwanted or undesirable situation occurs, your customers will be prepared for<br \/>\nit and support your company.<\/p>\n<h3 id=\"h-focus-on-value\" class=\"wp-block-heading\"><strong>Focus on Value<\/strong><\/h3>\n<p>Attention to detail<br \/>\nis important \u2013 for example before new customers buy or use your product or<br \/>\nservice, you need to tell them about your product\u2019s value and how this<br \/>\nparticular product can fulfill their unique requirements. You can give them<br \/>\nexamples of your product so that they understand how can they use them and get<br \/>\nthe most out of it.<\/p>\n<p>So, prepare<br \/>\nyourself to create documentation on your product explaining every aspect. You<br \/>\nmust also create training manuals for the accurate use of the product or<br \/>\nservice.<\/p>\n<h3 id=\"h-communication-is-key\" class=\"wp-block-heading\"><strong>Communication is key<\/strong><\/h3>\n<p>The customer<br \/>\nonboarding strategy obligates you to stay in contact with your customers. Throughout<br \/>\nthe onboarding process, it is essential to communicate with your customers via<br \/>\nemails or any other special tools used in the customer support department.<\/p>\n<p>Experts say that communication<br \/>\nthrough email is the perfect medium to stay in contact with your customers. It<br \/>\nis important to create apps so that your customers can access your business and<br \/>\nits products through them. After you have an indispensable product, they will<br \/>\nsign in the app receive notifications about your product and services.<\/p>\n<h3 id=\"h-customer-oriented-objectives\" class=\"wp-block-heading\"><strong>Customer-Oriented Objectives<\/strong><\/h3>\n<p>Your business<br \/>\nobjectives must be client-centered. This is the key to success. Make those<br \/>\nobjectives unique for addressing the needs of each customer. The tailor-made<br \/>\nobjective \u2013 however, requires careful planning. You need to make your customers<br \/>\ndefine the success of your products. This way, you can achieve all your<br \/>\nmilestones and maintain retention rates.<\/p>\n<h3 id=\"h-encourage-your-customers\" class=\"wp-block-heading\"><strong>Encourage your Customers<\/strong><\/h3>\n<p>Another important<br \/>\nelement of your customer onboarding process is to inspire them. Why they should<br \/>\nbuy your product? Why do they need to buy it again? How can they do<br \/>\n\u201cword-of-mouth marketing for you on their own?<\/p>\n<p>These are the<br \/>\nquestions you need to note down and then scrutinize every aspect to engage them<br \/>\nin a positive experience. Not only will this make them buy your product but at<br \/>\nthe same time, they will share their experiences with others optimistically.<br \/>\nThis will increase your chances of driving more customers organically.<\/p>\n<h3 id=\"h-measure-outcomes\" class=\"wp-block-heading\"><strong>Measure Outcomes<\/strong><\/h3>\n<p>Onboarding is not only beneficial for your company and its products but also for the customers. After making a sophisticated strategy and initiating the onboarding process, it is valuable to measure your outcomes and success.<\/p>\n<p>How can you do<br \/>\nthis? It is pretty simple. Employ key approaches to gather feedback from your<br \/>\ncustomers. This will allow you to determine and analyze key friction points.<br \/>\nSimilarly, after gathering feedback, you will have the opportunity to measure<br \/>\nthe risks and prospects.<\/p>\n<p>Doing so will<br \/>\nimprove your onboarding process because you would now know what your customers<br \/>\nwant and how can you fulfill their expectations. Measuring your success<br \/>\nperiodically is the key to business success.<\/p>\n<h2 id=\"h-client-onboarding-process-steps\" class=\"wp-block-heading\"><strong>Client Onboarding Process Steps<\/strong><\/h2>\n<p>In this section, we are going to tell you the client onboarding process steps. Continue reading!<\/p>\n<div class=\"wp-block-spacer\" style=\"height: 30px;\" aria-hidden=\"true\"><\/div>\n<div class=\"wp-block-spacer\" style=\"height: 43px;\" aria-hidden=\"true\"><\/div>\n<h3 id=\"h-step-1-the-objective-of-the-customer-onboarding-process\" class=\"wp-block-heading\"><strong>Step 1: The objective of the customer onboarding process <\/strong><\/h3>\n<p>Many business<br \/>\nleaders or owners ignore this important step, which yields harmful outcomes.<br \/>\nSo, this is one of the most important steps or phases of your customer<br \/>\nonboarding process.<\/p>\n<p>Many companies set<br \/>\na common goal \u2013 i.e. to train and enable customers on all features of the<br \/>\nproduct. Experts believe that this is where companies make mistakes.<\/p>\n<p>So, what to do?<br \/>\nWell, you need to gather feedback from your customers and ask them what made<br \/>\nthem buy your product in the first place.<\/p>\n<p>The next step is to<br \/>\nask your customers about your product \u2013 was it beneficial? Did it satisfy them?<br \/>\nWhat do they expect more? How can your business and your customers move in the<br \/>\nright direction? Your next action depends on data collection from customers who<br \/>\nwould answer all these important questions.<\/p>\n<p>Business-to-business<br \/>\n\u201cB2B\u201d SaaS products usually have a longer period for justification. It could<br \/>\ntake several months or even years to measure the metrics and then make a<br \/>\nstrategy to reduce churns. So, clearly defining the objective will help you<br \/>\nmake sustainable progressions in customer lifetime value.<\/p>\n<h3 id=\"h-step-2-customer-onboarding-journey\" class=\"wp-block-heading\"><strong>Step 2: Customer Onboarding journey<\/strong><\/h3>\n<p>Once you have<br \/>\ndefined the objective, it is time to set the direction. This refers to finding<br \/>\nout the adoption of your product by the customers. How to do this? There are a<br \/>\nfew steps you need to consider, which are:<\/p>\n<ul class=\"wp-block-list\">\n<li>Regularly updated information<br \/>\non your company or products.<\/li>\n<li>Adding stakeholders such as<br \/>\nmarketing managers as users.<\/li>\n<li>Updating contacts and setting the<br \/>\ndirection of the campaign.<\/li>\n<li>Creating and running the first<br \/>\ncampaign.<\/li>\n<li>Achieving the initial goal<br \/>\nthrough conversions.<\/li>\n<\/ul>\n<h3 id=\"h-step-3-establish-workflow\" class=\"wp-block-heading\"><strong>Step 3: Establish Workflow<\/strong><\/h3>\n<p>If you want to<br \/>\nensure your customers to achieve the onboarding goal, then you can\u2019t simply<br \/>\nignore this step. How to create or establish a workflow? Again, you need to<br \/>\nfollow a few steps, which are:<\/p>\n<ul class=\"wp-block-list\">\n<li>Start onboarding your customer<\/li>\n<li>Basic configuration: you can do<br \/>\nthis in the background. The purpose is to make things easier for your<br \/>\ncustomers.<\/li>\n<li>Help your customers to upload<br \/>\ncontacts: you can do this through emails, calls, or smartphone applications<br \/>\nwhere you interact with them.<\/li>\n<li>Providing training or<br \/>\ninstructions to the customer: This way, they will create and run campaigns.<\/li>\n<li>To achieve your first<br \/>\nconversion, it is important to provide support. Make sure you monitor the<br \/>\nprocess.<\/li>\n<\/ul>\n<p>Following these steps, you can provide substantial support to your customers. You can interact with remote customers, give them guidelines\/instructions, allow for work sessions \u2013 both onsite and remotely, etc. this will make it easy for your customers to continue their journey easily. Moreover, you can determine your price points based on the quality of your product, customer satisfaction, challenges, and prospects, opportunities and threats.<\/p>\n<div class=\"wp-block-spacer\" style=\"height: 35px;\" aria-hidden=\"true\"><\/div>\n<p>The below example from Slack onboarding helps users exactly how they can use its features most effectively.<\/p>\n<div class=\"wp-block-spacer\" style=\"height: 55px;\" aria-hidden=\"true\"><\/div>\n<h3 id=\"h-step-4-create-a-timeline-for-customer-onboarding-process\" class=\"wp-block-heading\"><strong>Step 4: Create a Timeline for Customer Onboarding Process<\/strong><\/h3>\n<p>This is an<br \/>\nimportant step \u2013 especially when we talk about client onboarding process steps.<br \/>\nIt is always a good idea to keep your customers in onboarding for a while.<\/p>\n<p>They must not be stuck<br \/>\nin it for a longer period. This way, you can create a clearly defined timeline<br \/>\nfor your onboarding process.<\/p>\n<p>Again, expert advice is breaking down each step and then defining a timeline for each one. Your timeline creations should be an easy process. Don\u2019t make it complicated or it must not take a lot of your time.<\/p>\n<h3 id=\"h-step-5-measure-the-success-of-customer-onboarding-process\" class=\"wp-block-heading\"><strong>Step 5: Measure the success of customer onboarding process<\/strong><\/h3>\n<p>The last step is to<br \/>\ndecide on effective measurement tools for your customer onboarding process. You<br \/>\nmust complete each task within the set timeline.<\/p>\n<p>To identify and<br \/>\nmeasure the impact of your customer onboarding process, experts suggest keeping<br \/>\nan eye on the production adoption.<\/p>\n<h2 id=\"h-what-is-saas-deployment-process\" class=\"wp-block-heading\"><strong>What is SaaS Deployment Process?<\/strong><\/h2>\n<p>The SaaS deployment<br \/>\nprocess is relatively simple. The fact that internal investments in<br \/>\ninfrastructure are not necessary is one of the main factors responsible for<br \/>\nthis ease of implementation.<\/p>\n<h3 id=\"h-reception-and-configuration\" class=\"wp-block-heading\"><strong>Reception and Configuration <\/strong><\/h3>\n<p>This is the first<br \/>\nstep of implementation, and the initial questions of the company that provides<br \/>\nthe chosen solution are carried out, to align expectations and identify the<br \/>\nnext steps of the implementation stage, according to the demand and segment of<br \/>\neach company.<\/p>\n<p>At this point, your<br \/>\nsupplier will have an overview of what your company expects from the solution<br \/>\nand how it can be applied to achieve your and your employees\u2019 satisfaction.<\/p>\n<p>The system is<br \/>\nparameterized according to the client\u2019s business and the demands raised in the<br \/>\nfirst stage of onboarding. This step is not carried out on the spot, but<br \/>\nremotely. This is one of the advantages of the software hosted in the cloud,<br \/>\nthere is no need to make constant visits for adjustments, and everything is<br \/>\ndone remotely.<\/p>\n<h3 id=\"h-automation-and-training\" class=\"wp-block-heading\"><strong>Automation and Training <\/strong><\/h3>\n<p>After configuration, the process of automation and validation of automated documentation begins, in which the solution will begin to <a href=\"https:\/\/www.smartplaybooks.io\/product\/\">perform a series of tasks autonomously<\/a>, replacing the old processes used in your company, such as sales orders, commercial proposals, contracts, etc.<\/p>\n<p>The next phase of<br \/>\nimplementation in SaaS is to conduct training and simulations of the system<br \/>\nimplanted with its employees, to prepare them to deal with the new tool and all<br \/>\nits functionalities, in addition to informing them about the changes in the processes.<\/p>\n<h3 id=\"h-monitor-results\" class=\"wp-block-heading\"><strong>Monitor Results<\/strong><\/h3>\n<p>It is natural that<br \/>\nat the beginning of the use of the new software there is resistance on the part<br \/>\nof the team and some difficulties arise in adapting part of the collaborators<br \/>\nor even processes.<\/p>\n<p>It is necessary to<br \/>\nkeep monitoring the results to check the places where an intervention is needed<br \/>\nfor improvement.\u00a0After a few cycles of changes, your company will be fully<br \/>\nadapted to the system and enjoy all its advantages.<\/p>\n<p>In this last step, your <a href=\"\/\">Customer Success<\/a> professionals will continue to follow up to ensure that they have the best experience and achieve the expected success. Monitoring must be maintained, as new opportunities for improvement can always arise \u2013 allowing your team to further improve the numbers achieved with the new tool.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer onboarding process is an important start to your customers\u2019 journey. It is all about enabling your customers to get the most out of your product.<\/p>\n","protected":false},"author":2,"featured_media":276,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"SAAS: What is a great customer onboarding process? - SmartKarrot","_yoast_wpseo_metadesc":"Customer onboarding process is an important start to your customers\u2019 journey. It is all about enabling your customers to get the most out of your product.","footnotes":""},"blog-category":[19],"class_list":["post-2420","blog","type-blog","status-publish","format-standard","has-post-thumbnail","hentry","blog-category-customer-success"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SAAS: What is a great customer onboarding process? - SmartKarrot<\/title>\n<meta name=\"description\" content=\"Customer onboarding process is an important start to your customers\u2019 journey. 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