Previous research suggests that increasing customer retention by 5% can increase profits by 25% to 95%. However there's a gap between where companies are today and where they want to be tomorrow. According to a recent survey published by UserIQ, 50% of 450 SaaS leaders do not have formal user adoption programs and 70% said improving onboarding was a top priority this year. Customer onboarding is commonly accepted as a best practice with many benefits including increasing customer retention and product adoption.
One company in particular is ahead of the curve and has invested thought leadership behind its customer onboarding practices, KPIs and general culture. This week's episode features real life and actionable lessons from the Head of Customer Success at Klara, Frederik Muller. The conversation covers a breadth of customer onboarding topics including its relationship to customer success, interdepartmental collaboration, and the resulting impact on its customers and Klara as a business.