How to Infuse Onboarding Coaches into your Strategy to Accelerate Customer Success
- E209
- 39:51
- March 17th 2024
Integrating onboarding coaching into your strategy can improve customer success and drive acquisitions, especially if your SaaS product is more complex or targets enterprise users. But where do you begin?
In this episode, Wes is joined by Clate Mask, CEO and founder of Keap, to talk about the importance of understanding user needs and delivering tailored solutions through coaching sessions. Doing so bridges the gaps in product understanding, knowledge, and skills.
Key Takeaways:
[2:30] What SaaS companies benefit the most from onboarding coaches
[8:20] Why Keap started using coaching
[16:30] The economics of hiring onboarding coaches
[19:45] Must-have skills for these coaches
[26:00] Ways to tailor coaching to your SaaS product
[33:30] Clate’s new book Conquering the Chaos
About Clate Mask:
Clate is the CEO and co-founder of Keap, the leading provider of business automation software for small businesses, and co-authored Conquer the Chaos: The Six Keys to Success for Entrepreneurs.
Links:
ProductLed Podcast
The ProductLed Podcast is a weekly interview series with both product-led growth leaders and practitioners who have real knowledge to share on what it takes to use their product to grow a business.