Gainsight's Product-Led Growth Strategy
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Customer Onboarding

Introduce new customers to your product and enable them to get the most value from it.

Definition

Customer onboarding refers to introducing your new customers to your products/services and everything it has to offer, as you effectively enable them to get the most value out of it.

Goals

Accelerate Time To Value
- Setting the customers up for a quick win.
Assist customers with initial set-up and guidelines
- Guiding through the correct product configuration/ setup/ architecture.
Train/Educate customers on the product -
Introducing them to all core features/ features specific to their use case.
Setting them up for success -
Understanding their goals, being prescriptive, sharing best practices,etc

KPIs

Measuring TTV
- # of days from Sign-Up Date to First Value | Onboarding Goals achieved | Leading indicators of success relevant to ‘your’ product, eg: # of user licenses assigned in xx time
Measuring the efforts
- Duration spent by CSM/PS Team | Customer Effort Score | # of Support Tickets | # of people involved, etc
Usage/ Adoption Metrics
- Login activity % | User Retention % | Core Features Adoption, Trends, etc.

Strategy

Define a multi-channel program and identify a model
- Leverage multiple channels (in-product and others) and identify the right onboarding model.The emerging onboarding trends are - In-App/ Self-Serve Onboarding | High-Touch Onboarding | Blended High-Tech and High-Touch (details in appendix)
Define your key High Value Actions
- List your high-value or core features that drive most value (you can use PX Analytics, start with a hypothesis)
Focus on high user retention in the first week
- Deploy In-app guides/emails to bring back your users into the app (you can use Retention Analytics)
Establish a pattern of usage and compare with the above
- Determine features/ behaviors that are factors in retaining users (Use Retention/Adoption Data)
Cap it with Post-Onboarding Feedback
- Collect In-App feedback from users to understand areas of strength/ improvement



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