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How onboarding shapes customer churn & expansions: Srikrishnan Ganesan
Manage episode 375111974 series 3317421
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.
๐๐๐๐ฃ๐ง๐๐ฅ๐ฆ
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
๐ Connect with Srikrishnan Ganesan๐
โ Linkedin ๐ https://www.linkedin.com/in/srikrishnang
Also, please listen to the episode on:
โ Apple ๐
โ Spotify ๐
โจ Subscribe to Avoma's Channelโจ
๐https://www.youtube.com/channel/UCpSiDrsEUx2Qywfb1V3CII
โจAbout Avomaโจ
Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings.
๐ฅ๐๐ต๐ฒ๐ฐ๐ธ๐ผ๐๐ ๐ ๐ ๐ข๐๐ต๐ฒ๐ฟ ๐ฉ๐ถ๐ฑ๐ฒ๐ผ๐
โ The game-changing shift in SaaS sales | Mona Akmal | The Modern SaaS Podcast | Ep #23 ๐ https://youtu.be/hYRTP5eVlow
โ How to close deals faster in the current economy | Mor Assouline | The Modern SaaS Podcast | Ep #24 ๐https://youtu.be/l5JISfmFUFk
๐๐ผ๐น๐น๐ผ๐ ๐ข๐ป ๐ฆ๐ผ๐ฐ๐ถ๐ฎ๐น
โ Linkedin ๐https://www.linkedin.com/company/avoma
โ Twitter ๐https://twitter.com/AvomaInc
#saas #customerexperience #onboarding
๐ฅ๐ฒ๐น๐ฎ๐๐ฒ๐ฑ ๐ฆ๐ฒ๐ฎ๐ฟ๐ฐ๐ต๐ฒ๐:
customer onboarding
modern saas podcast
modern onboarding
customer churn
account expansions
30 episodes
Manage episode 375111974 series 3317421
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.
๐๐๐๐ฃ๐ง๐๐ฅ๐ฆ
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
๐ Connect with Srikrishnan Ganesan๐
โ Linkedin ๐ https://www.linkedin.com/in/srikrishnang
Also, please listen to the episode on:
โ Apple ๐
โ Spotify ๐
โจ Subscribe to Avoma's Channelโจ
๐https://www.youtube.com/channel/UCpSiDrsEUx2Qywfb1V3CII
โจAbout Avomaโจ
Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings.
๐ฅ๐๐ต๐ฒ๐ฐ๐ธ๐ผ๐๐ ๐ ๐ ๐ข๐๐ต๐ฒ๐ฟ ๐ฉ๐ถ๐ฑ๐ฒ๐ผ๐
โ The game-changing shift in SaaS sales | Mona Akmal | The Modern SaaS Podcast | Ep #23 ๐ https://youtu.be/hYRTP5eVlow
โ How to close deals faster in the current economy | Mor Assouline | The Modern SaaS Podcast | Ep #24 ๐https://youtu.be/l5JISfmFUFk
๐๐ผ๐น๐น๐ผ๐ ๐ข๐ป ๐ฆ๐ผ๐ฐ๐ถ๐ฎ๐น
โ Linkedin ๐https://www.linkedin.com/company/avoma
โ Twitter ๐https://twitter.com/AvomaInc
#saas #customerexperience #onboarding
๐ฅ๐ฒ๐น๐ฎ๐๐ฒ๐ฑ ๐ฆ๐ฒ๐ฎ๐ฟ๐ฐ๐ต๐ฒ๐:
customer onboarding
modern saas podcast
modern onboarding
customer churn
account expansions
30 episodes
All episodes
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