In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions.
He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions.
๐๐๐๐ฃ๐ง๐๐ฅ๐ฆ
00:00 - Intro
00:56 -True churn happens in onboarding
03:22 - The story behind Rocketlane
06:32 - The customer shareability gap
09:48 - Purpose built software vs. all-in-one solutions
15:19 - Need for customer status update
18:13 - Common mistake: Not sharing implementation timelines with customer
22:42 - Have a pre-kick off call
27:43 - Shifting responsibilities in the product-led sales world
31:06 - Role of community in shaping the product
34:30 - How building a community helps
38:06 - Where does community fit in the org chart
40:04 - What's a great buyer journey
43:53 - Focus on brand from early
44:46 - Closing notes
๐ Connect with Srikrishnan Ganesan๐
โ Linkedin ๐ https://www.linkedin.com/in/srikrishnang
Also, please listen to the episode on:
โ Apple ๐
โ Spotify ๐
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โจAbout Avomaโจ
Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings.
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๐ฅ๐ฒ๐น๐ฎ๐๐ฒ๐ฑ ๐ฆ๐ฒ๐ฎ๐ฟ๐ฐ๐ต๐ฒ๐:
customer onboarding
modern saas podcast
modern onboarding
customer churn
account expansions