Ops or CS — same trauma. Get this phase right and you’re basically married to a happy customer. Get it wrong and you’re stuck in the world’s most expensive situationship.

Things like:

• Poor onboarding often leads to miscommunication and confusion during rollout, eroding initial excitement and causing wasted time, money, and frustration.
• Around 50% of corporate software implementations fail due to bungled onboarding.
• Clients frequently delegate the new tool to uninvolved employees who face steep learning curves, data migration challenges, and operational disruptions without adequate support.
• Vendors often lose continuity after the sale (e.g., sales teams move on, new contacts lack context), leading to disconnects, timeline/scope overruns, and unrealized value.

This results in abandoned software, non-renewals, and negative vendor perceptions.

Vendors sometimes view clients as uncooperative (e.g., changing requirements, missing meetings), while clients feel unsupported.

Great article from Rachel Lyubovitzky in Forbs if you want a solution:

https://www.forbes.com/councils/forbestechcouncil/2023/05/26/what-should-the-saas-onboarding-experience-look-like

What do you thinks, share your comments  🏹

#SaaS #CustomerSuccess #CustomerOnboarding #B2BSaaS #Operations