OnRamp's New Research Highlights the Crucial Role of Customer Onboarding in SaaS Revenue and Retention
OnRamp, a leading platform designed specifically for customer onboarding, has released an essential report titled "The First 90 Days: Why Customer Onboarding Is the New Battleground for Customer Retention." This report provides in-depth insights into the impact of onboarding on revenue generation and customer loyalty. The findings are based on a comprehensive survey involving 161 customer success and onboarding leaders from various Software as a Service (SaaS) companies.
The data reveals alarming trends: nearly half of the surveyed customers may abandon onboarding if they don’t perceive value in the early stages. Additionally, 57% of companies that reduced their onboarding investments noted an uptick in customer churn within just six months. As the SaaS industry continues to expand, ensuring an efficient and seamless onboarding experience has shifted from a mere option to a critical business priority.
Paul Holder, CEO of OnRamp, emphasized, "Our clients have consistently recognized that the onboarding phase is pivotal for establishing revenue flow. The findings of this report corroborate this understanding with solid evidence, underscoring the high-stakes nature of the initial 90 days. Firms that prioritize investment in onboarding processes, automation, and visibility are reaping greater rewards than those treating these functions merely as backend administrative tasks."
The research paints a stark picture of the current state of customer onboarding. Here are some of the key statistics that illustrate the urgency of effective onboarding strategies:
The report also highlights notable trends in onboarding, such as increased automation and the emphasis on digital formats for customer success. This marks a significant evolution where Chief Revenue Officers (CROs) are increasingly responsible for overseeing post-sale growth initiatives.
Tara Benyousky, VP of Marketing at OnRamp, commented, "Customers enter the relationship with expectations set during the sales pitch. A subpar onboarding experience can destroy trust from the outset, jeopardizing both company reputation and revenue potential. Many businesses lose customers before they even have a chance to prove their value. Our research reinforces the notion that onboarding is not merely a phase; it is indeed a strategic revenue model."
For SaaS enterprises aiming to optimize their growth potential, the message is clear: investing in a robust onboarding process is not just beneficial—it's essential. The full report is accessible at OnRamp’s official site for those who wish to delve deeper into the findings.
About OnRamp:
OnRamp stands out as a specialized platform catering to the unique intricacies of customer onboarding. Tailored for post-sale teams, it aids in accelerating the time to value, boosting retention and revenue growth, all while streamlining the onboarding process with visibility, automation, and a personalized approach. By leveraging OnRamp, companies have the opportunity to create memorable first impressions that lead to enduring customer success. Interested parties can schedule a demo at OnRamp’s demo page.
The data reveals alarming trends: nearly half of the surveyed customers may abandon onboarding if they don’t perceive value in the early stages. Additionally, 57% of companies that reduced their onboarding investments noted an uptick in customer churn within just six months. As the SaaS industry continues to expand, ensuring an efficient and seamless onboarding experience has shifted from a mere option to a critical business priority.
Paul Holder, CEO of OnRamp, emphasized, "Our clients have consistently recognized that the onboarding phase is pivotal for establishing revenue flow. The findings of this report corroborate this understanding with solid evidence, underscoring the high-stakes nature of the initial 90 days. Firms that prioritize investment in onboarding processes, automation, and visibility are reaping greater rewards than those treating these functions merely as backend administrative tasks."
The research paints a stark picture of the current state of customer onboarding. Here are some of the key statistics that illustrate the urgency of effective onboarding strategies:
- - 48% of customers will abandon their onboarding journey if they do not quickly recognize value in the product.
- - 57% of companies reported increased churn after cutting back on onboarding investments.
- - Organizations utilizing digital onboarding have reported reducing their time to value by at least 25%.
- - Approximately 74% of SaaS companies have implemented either digital onboarding processes or pooled customer success models.
- - A notable 70% of Customer Success leaders predict that artificial intelligence will handle at least half of the onboarding tasks by the year 2027.
The report also highlights notable trends in onboarding, such as increased automation and the emphasis on digital formats for customer success. This marks a significant evolution where Chief Revenue Officers (CROs) are increasingly responsible for overseeing post-sale growth initiatives.
Tara Benyousky, VP of Marketing at OnRamp, commented, "Customers enter the relationship with expectations set during the sales pitch. A subpar onboarding experience can destroy trust from the outset, jeopardizing both company reputation and revenue potential. Many businesses lose customers before they even have a chance to prove their value. Our research reinforces the notion that onboarding is not merely a phase; it is indeed a strategic revenue model."
For SaaS enterprises aiming to optimize their growth potential, the message is clear: investing in a robust onboarding process is not just beneficial—it's essential. The full report is accessible at OnRamp’s official site for those who wish to delve deeper into the findings.
About OnRamp:
OnRamp stands out as a specialized platform catering to the unique intricacies of customer onboarding. Tailored for post-sale teams, it aids in accelerating the time to value, boosting retention and revenue growth, all while streamlining the onboarding process with visibility, automation, and a personalized approach. By leveraging OnRamp, companies have the opportunity to create memorable first impressions that lead to enduring customer success. Interested parties can schedule a demo at OnRamp’s demo page.
Topics Business Technology）
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