The podcast for SaaS founders and operators, where we discuss how to build and grow B2B SaaS in a modern way. Real conversations, straight from the heart.
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The podcast for SaaS founders and operators, where we discuss how to build and grow B2B SaaS in a modern way. Real conversations, straight from the heart.
How onboarding shapes customer churn & expansions: Srikrishnan Ganesan
The Modern SaaS Podcast
46 minutes 10 seconds
2 years ago
How onboarding shapes customer churn & expansions: Srikrishnan Ganesan
In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions.
He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions.
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00:00 - Intro
00:56 -True churn happens in onboarding
03:22 - The story behind Rocketlane
06:32 - The customer shareability gap
09:48 - Purpose built software vs. all-in-one solutions
15:19 - Need for customer status update
18:13 - Common mistake: Not sharing implementation timelines with customer
22:42 - Have a pre-kick off call
27:43 - Shifting responsibilities in the product-led sales world
31:06 - Role of community in shaping the product
34:30 - How building a community helps
38:06 - Where does community fit in the org chart
40:04 - What's a great buyer journey
43:53 - Focus on brand from early
44:46 - Closing notes
The Modern SaaS Podcast
The podcast for SaaS founders and operators, where we discuss how to build and grow B2B SaaS in a modern way. Real conversations, straight from the heart.
