The Three Cardinal Sins of Customer Onboarding

Telltale signs you're failing implementations even if your churn rate doesn't reflect it.

While customers abandon their software-as-a-service vendors for a variety of reasons -- they've found what they consider to be a better deal, there's been a change in company strategy, they need a function they don't think your software provides -- the one customer exit that stings the most is failed implementations. Your market-differentiating features and functionality don't matter when you're implementing with a failing onboarding process. Customer onboarding is that critical moment in the buyer journey where sales hands off the baton, and CS has to carry it across the finish line.

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