This article was transcribed from Srikrishnan Ganesan’s presentation at the Customer Success Festival in March 2022.



Hey, I'm Sri, one of the founders of a company called Rocketlane. Today we're going to look at how to measure how well you're doing at customer onboarding.

Firstly, why is onboarding an important topic for all of us? It’s simple. If you have a new customer, the first partnership they experience with your team is this onboarding and implementation journey.

If you do a sloppy job here, you're on the back foot from the get-go, and you're going to have to win the customer's trust back before you can have any sort of conversation around expansion and renewals.

If, on the other hand, you do a great job and you impress the customer during your onboarding, you can probably have your expansion conversation while that first implementation is ongoing. That's the difference. For better or worse, onboarding is going to impact your customer churn and your net retention rate (NRR).