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[Guide] A Complete Guide to the SaaS Customer Onboarding Process

1 min read
Dec 1, 2020

Building a SaaS (Software-as-a-Service) brand from the ground up is a monumental task; there are so many elements you need to consider from your brand image to your marketing strategy, and beyond. It can be overwhelming and oftentimes, the urge to get customers through the door becomes too much for bright young SaaS firms and they lose sight of what is really important: customer retention.

Customer retention is achieved one way and one way only, through happy customers. We believe that the best chance you have at making your customers smile from ear to ear is becoming a master of the SaaS Customer Onboarding process.


What is the SaaS Customer Onboarding Process?

Customer onboarding consists of a series of methods and elements that are used to assist a new user in becoming familiar with a digital platform or product. About 62% of customers say that they would stop using a product if they find difficulty in using it or don’t see value while using it.

SaaS firms that invest in 360-degree customer onboarding experiences can benefit from: 

  • Reduced churn rates 
  • Increased subscription renewal rates 
  • Customer advocacy 
  • Increased customer engagement
  • Reduced customer support costs 


In this guide, we will track the evolution of SaaS business and explain how modern subscription packages mean SaaS firms need to be more dedicated to customer onboarding than ever. You will learn how you can combat churn by implementing a customer-focused onboarding strategy.

We invite you to learn from the practices of top-performing SaaS brands and learn how 6 key elements of onboarding will help you master customer success:

  • Registration
  • Live Demos
  • Tours and Tooltips
  • Email Engagement
  • Self-service Resources
  • Chatbots


You will discover that SaaS customer onboarding is an ongoing process that requires your complete dedication to customer education and success at every stage of their lifecycle.

If you’re ready to start the journey towards customer success, click the image below and we will get you on your way to mastering the SaaS Customer Onboarding process. 

A Complete Guide To the SaaS Customer Onboarding Process. Download Guide. Social CTA.


For SaaS companies, dealing with multiple onboarding tools can become confusing and time-consuming. Hurree unites your trusted tools so you can segment, launch, and analyse omni-channel campaigns from one location. For more information, why not drop me an email at contact@hurree.co  or book a demo here


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