First Impressions Matter
In the US SaaS market, users are impatient. If they can’t figure out your app in 5 minutes, they churn. **Onboarding** is the art of getting them to value quickly.
1. Frictionless Sign-Up
Allow Single Sign-On (SSO) with Google or Microsoft. Don’t ask for a credit card upfront unless necessary. The goal is to get them inside.
2. The ‘Empty State’ Problem
A project management tool looks sad with no projects. Don’t show an empty dashboard. Use dummy data or a setup wizard (‘Let’s create your first project!’) to populate the screen immediately.
3. Role-Based Onboarding
A CEO needs different features than a Developer. Ask ‘What is your role?’ during signup and tailor the tour accordingly. Relevance drives engagement.
4. Human + Tech Touch
For high-ticket Enterprise SaaS ($50k+ ACV), automated tours aren’t enough. Assign a dedicated Customer Success Manager (CSM) to walk them through the setup. For lower tiers, use webinars and ample video documentation.
Summary
Onboarding isn’t over when they sign up. It’s over when they become a habitual user.
