Onboarding and adoption
How to drive user adoption and shorten time to value
User adoption comes from people reaching a first result quickly and learning the next feature when they need it. Teams shorten time to value by mapping that first result, teaching it during onboarding, and following up with training as new features ship.
Four steps to faster adoption
How SaaS teams use onboarding and product training to get customers to value, and prove it.
Define the first result
When customers show up to onboarding knowing nothing
Pick the first outcome a new customer should reach and the shortest path to it. Build onboarding around that path and measure how long customers take to reach it.
Teach before the live session
When pre-work goes unfinished
Short, self-paced lessons before live onboarding let sessions start with the customer’s questions. Send them from the product and the kickoff email, and check completion before the call.
- Boost Customer Success with Self-Serve Education
- The Ultimate Guide to Customer Education Throughout the Customer Lifecycle
Train on features as they ship
When new features ship and nobody uses them
Pair each release with a short lesson, an in-product prompt, and a note to customer-facing teams. Track feature usage for trained and untrained users.
- A Complete Guide to Customer Product Training
- 3 Steps to Map Your Customer Journey—and Uncover Causes of Churn
Measure adoption against training
When leadership asks what onboarding changed
Compare time to value, active use, and support tickets for trained and untrained customers. Report the gap to customer success and product leadership.
Questions teams ask about onboarding and adoption
Short answers, each with the resource that covers it in full.
Talk to usWhat is time to value?
Time to value is how long a new customer takes to reach the first result they bought the product for. The shorter it is, the sooner customers see a return, which makes renewal an easier conversation.
Customer Onboarding Process: A Step-by-Step Framework
What makes a good user adoption strategy?
A clear first result, training timed to when people need it, prompts inside the product, and a way to see who’s stuck. Customer success, product, and education teams each own a piece.
Reduce Customer Churn By Following This 4-Step Process
How do you get customers through pre-work?
Keep it short, tie it to what they’ll do in the live session, and send the reminder from the person running the session.
How to Do SaaS Customer Training Without Losing Your Mind
What belongs in-app and what belongs in an academy?
Use in-app guidance for quick answers, like where something is and how to do it fast. Use the academy for the why, the complex or nuanced work, and how to think through a problem.
How customers onboard and drive adoption
Teams running education on Intellum.
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Webinars on onboarding and adoption
The most-watched replays on the topic.
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