In this episode, we have Will Stevenson, COO and Founder of Onboard.io, a platform focussed exclusively on Customer onboarding. Onboard.io is a culmination of several years of research on where companies go wrong with onboarding and how to make onboarding more efficient than what it is today. Hence, instead of going with a template based approach, onboard.io operates with variables. Connecting different variables for scaling, automating and driving seamless automation that can be seen by various stakeholders and measured continuously. Key insights from this episode are: 1) On boarding is a critical step in setting the right expectations for customers and also in ensuring common understanding among all stakeholders to build trust and to get customers to invest for the long term. 2) A critical step towards success in CS onboarding is to NOT share bits and pieces of information but to share in complete transparency what outcomes the customer can expect from working with you, the BIG picture if you will. 3) Non Subscription based companies, are quickly catching up to this CS trend of "Success is in Onboarding well" and unconventional industries are the quickest to adopt. And the early feedback has been extremely encouraging. 4) A big trend that he sees is one of more and more investment into customer success and the function being an integral component of every other - Sales, Product, Marketing et al. Customer success is the new trend. 5) A recommendation therefore is to put customer at the center and move away from traditional B2B practies to what is working in B2C now. Such as, product led growth, contact free sales, more power in the hands of customers. Apart from all of these, some of what we spoke during Rapid fire were leadership lessons in themselves: 1) Winnie the Pooh is his favorite cartoon character as a CEO, as he is non-egoistic and making friends and always helpful for others. 2) Self-awareness, situational awareness and determination are the keys to success and to deliver extra-ordinary results. 3) He follows this one TAB rule to retain focus. Whats that? Check it out in this really insightful episode! And also dont miss checking out on his other venture, Do Good Mission which is his way of giving back to the society!!