In this episode, Matt Watson and Brett Sears discuss the importance of customer onboarding and training in software companies. They highlight the need for software companies to focus on getting customers to see value and have an 'aha' moment as quickly as possible. They also emphasize the significance of understanding the perspective of new users and providing a seamless onboarding experience.
The discussion delves into the evolving landscape of user onboarding and customer success, highlighting the shift towards concise, value-driven content and intuitive software design. It emphasizes the crucial role of the adoption funnel in guiding users from initial onboarding through engagement and expansion while underscoring the importance of customer success teams in reducing churn and fostering referrals. The conversation explores the ongoing need for effective product marketing and introduces two platforms, Adopt IQ and Sequence, designed to enhance user adoption and deliver dynamic content. Throughout, the focus remains on providing quick value to users, creating user-friendly experiences, and implementing strategies to improve adoption rates, reduce customer churn, and drive expansion revenue in today's fast-paced software environment.
Takeaways
- Customer onboarding and training are crucial for software companies to ensure that customers see value and have an 'aha' moment as quickly as possible.
- Understanding the perspective of new users and providing a seamless onboarding experience is essential for customer success.
- Reducing churn and increasing expansion revenue are key goals for software companies.
- Complex software cannot be intuitive, but it can be made more approachable through user-centric design and support.
- Micro videos and in-application help can be effective tools for onboarding and training. Short videos and concise content are becoming increasingly popular as users seek quick answers and value.
- Software should be intuitive and user-friendly, allowing users to execute tasks without extensive training.
- The adoption funnel, consisting of onboarding, engagement, and expansion, is crucial for guiding users through different stages and ensuring their success.
- Customer success plays a vital role in reducing churn and driving referrals.
- Ongoing product marketing is essential for keeping users engaged and driving adoption.
- Adopt IQ and Sequence are two platforms that aim to enhance user adoption and provide dynamic content.
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This episode is sponsored by Full Scale:
https://fullscale.io/
Find out more about AdoptIQ here:
https://link.traininglayers.com/LI2R
Learn more about Bret Siers here:
https://www.linkedin.com/in/bret-siers-%E2%96%B6/
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Sound Bites
"Recurring revenue requires recurring value."
"Figuring out the 'aha' moments is half the battle."
"The first question is, do I have any idea what I'm doing?"
"Now I think that's changed. That means that they're not getting the answer fast enough."
"Nobody wants to watch a 20-minute video."
"I think 80% of the people shouldn't learn how to use software. They should be able to execute on it."
Chapters
00:00 Introduction and Importance of Customer Onboarding
03:27 Understanding the Perspective of New Users
06:32 Reducing Churn and Increasing Expansion Revenue
12:01 Making Complex Software Approachable
15:01 Using Micro Videos and In-Application Help for Onboarding
22:49 The Importance of User-Friendly Software
28:28 The Role of Customer Success in Reducing Churn and Driving Referrals
31:34 The Significance of Ongoing Product Marketing
35:25 Introducing Adopt IQ and Sequence: Enhancing User Adoption and Providing Dynamic Content
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