If customers want to self-onboard, what do you do to ensure they implement your solution successfully?

I'm not directly facing that at the moment, but I do have some thoughts. Self-led onboarding is amazing if it's likely to succeed. Let's maximize your changes of that. Here are some things you can explore: Is the person doing the onboarding highly motivated to get it done quickly? If the buyer is delegating to someone else to implement, how can you set expectations for their effort and get the buyer to keep pressure on? Consider aligning on the process and expectations in the sales process while ...Read More

To properly enable a customer to self-onboard, you must provide different resources that meet the customer wherever they are in their adoption journey. Some examples of this are:A) Technical documentation site/platform that users can filter on by product or feature. This should be similar to a detailed user manual listing everything about your product. B) Self-service knowledge articles, FAQs, chatbots via a support channel. C) Company YouTube or Twitch channel with shorts or longer-form video t ...Read More

Self-onboarding is becoming an increasingly popular approach for SaaS products. Follows are some strategies that can help ensure customers achieve successful implementation even without direct CSM engagement: Product Complexity: Recognize that self-onboarding success hinges on product complexity. For simpler products, robust on boarding and implementation resources can suffice. However more complex solutions may still require direct engagement. Note: It is important to understand the underlying ...Read More

This become highly complex based on the user persona, the complexity, of the product, and the time to adoption, among other things. However, a few things to consider are: Knowledge Base: Do you have a solid, robust knowledge base? Is that knowledge base actively referenced in your product, website, by Support, by Sales, etc.? Identify the ideal path: If you could meet with a user face-to-face and walk them through that adoption, what would that look like? What does it look like currently for sel ...Read More

As your products scale in popularity, it is inevitable that you will see more and more customers adopt your product without the support of your orgnization or the partners in your eco-system. I have found two good practice to address potential issues with ease at scale: A) Build in Health-checks into your products B) Reference architectures Let me expand on what I mean by build in a Health check: 1) It should part of the price of your product or in other words not required for the customer to pa ...Read More