Customer Success Onboarding Practices

For businesses, establishing rapport with customers is a key factor towards success. Ensuring that the customers’ needs are met and each comment or suggestion is heard is essential. These customer success onboarding practices can help you understand and take your onboarding process to the next level.

Ensuring that your customers understand your product can also equate to larger sales. After all, no one will buy a product that people don’t believe in or think they don’t need, however good it might be. If they like your items, on the other hand, they will buy them frequently and even become devoted customers.

This is the reason why customer onboarding is important. Customer onboarding is undoubtedly the most crucial stage of the sales process. It determines whether a customer stays with your product for the long haul or leaves after a few months.

What Is Customer Onboarding?

Customer Onboarding takes you through the entire process, from signing up to product registration and your first consumption or application of the product. Customer onboarding seeks to provide quality services to customers during their first usage.

It makes the customers’ lives more convenient with its many benefits. It provides easy access to the info and data they need to use their products, enables them to navigate the process more smoothly, and forms reliance on your company.

Customer onboarding can also be used in any business that wants to increase its customers’ lifetime value (LTV) since it focuses on improving customer service and making connections. For recurrent sales, this includes products offered and e-commerce.

Solid customer onboarding connects the customer to your branding. It gives useful information and encourages consumer participation to guarantee their transaction success.

B2B SaaS is all about integrating your solution into their daily routine. You don’t want people to utilize and abandon your product only once.

Importance of Customer Onboarding

The customer onboarding process aims to provide the customers with exactly what they ordered within the terms and conditions. Thus, when customer onboarding is great, it will result in further advantages, such as:

Returning Customers

Satisfied consumers are far more likely to buy again than disgruntled customers. Even then, they can become loyal customers. Loyal customers are like gems because they are the ones who help keep your sales on a certain level.

Natural marketing

When several customers are satisfied with your product, they will talk about it with their friends. This is called word-of-mouth marketing. Thus, you won’t need to use ads or any marketing tool for promotion.

Shorter Time Value

For recurring revenue businesses, saving time is critical since they must regularly connect with customers and validate their worth.

Decreased Churn Rate

You can control churn by identifying which customers love your products. You can actively engage with your customers to prevent churn or decrease their rate.

Examples of Successful Customer Onboarding Practices

You can say that customer onboarding practices are successful when the customers are more than satisfied. Here are some examples of successful customer onboarding practices and some sources.

  1. Setting expectations

By displaying where your users are in the process and how much work remains, you are providing convenience to your customers on how they can start easily, thanks to the attributed progress effect.

One example of a website using this practice is Etsy. When a user creates an account on Etsy, a status bar shows them what they can expect to do throughout the registration process.

  1. Analyzing the Situation

The most common onboarding problem is expecting consumers to accomplish too much immediately. Make each step in the process as short and easy as possible to avoid onboarding confusion.

Dropbox is an application that allows users to upload only one file after another instead of prompting users to select and upload several files simultaneously.

The remaining steps are also equally specific. Instead of reminding people that they can share files, Dropbox, for example, provides you with a small task: sharing only one file.

  1. Limiting Important Information

Many websites or applications ask for too much information from users, even if they are irrelevant. If it does not provide value to you or your customers, consider not asking for the info.

Travelzoo is an application that publishes travel, entertainment packages, and local deals. This app allows you to easily book flights and hotels, locate nearby restaurants, and more. Thus, it only asks you for two important details – your email address and zip code.

  1. Building Relationships

To acquire success, you must understand what success means to your customers. Asking the consumer is the ideal method to understand this.

They do that at Groove with every new user’s initial onboarding email. Examples include “I wanted a help desk to prevent missing service emails” and “We needed something to help us address clients’ concerns quicker.”

For many customers, the meaning of success is contained in many of these comments. Once the app knows that, it’s much easier to see what the product needs to do in the initial phases.


Many companies mentioned above may have different methods of attaining success in their onboarding practices. However they are, they must constantly find ways to test and improve them.

This article guides you in figuring out what works best for your customers and how to keep them returning to your products and services.