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4 Customer Onboarding Mistakes and How to Avoid Them

January 22, 2018

A killer SaaS product won’t sell itself. Even after your marketing and sales team have generated sales, the process doesn’t end there. A whopping 90 percent of people who opt in for a free trial never become paying customers.


Because getting used to your product or making it work requires effort, and sometimes people leave simply because they don’t understand how it benefits them.

In most cases, it isn’t your product that turns potential customers away—it is your customer onboarding process. And a minor mistake can cost your business a lot. In fact, a mere 1 percent difference in churn rate can have a 12 percent impact on your company valuation in five years.

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