The Daily Standup Perpetual onboarding | Karla Kannan
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Apr 30, 2025 Karla Kannan redefines customer onboarding by emphasizing the importance of ongoing education for better adoption. She discusses measuring user engagement and identifying churn risks even without usage data. The conversation also touches on the intriguing origins of her company's name and how branding can impact customer success. Additionally, she highlights the benefits of Lean Six Sigma principles in enhancing consulting practices, merging mythology with modern customer strategy.
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Education Essential for Adoption
- Customer education is crucial for sustained adoption beyond initial training.
- Without ongoing education, employee attrition leads to loss of product value and reduces renewal chances.
Measure Beyond Login Usage
- Measure true adoption by tracking meaningful user activities, not just logins.
- Use adoption data to schedule retraining or build continuous education programs.
Spotting Churn without Usage Data
- JP shared that when lacking usage data, he asks customers questions to spot churn risk.
- He listens for language like "I used it once" as clear indicators of declining product engagement.