You’re not delighting customers by winging it. You’re causing churn and exhausting your team. This is the hidden leak behind broken SaaS onboarding and how to fix it.
Yes, I think there is some value in the "just figure it out" technique to launch... but then we really need to dial in the systems or we're gonna run into problems.
Katie, great post! This truly is a trap if done without limiting risk or measuring to iterate
We tend to believe in the "white glove to understand deeply then start automating for scale" approach. Thanks for sharing this thoughtful piece ✨
That’s a great way to look at it! Thanks for reading :)
Yes, I think there is some value in the "just figure it out" technique to launch... but then we really need to dial in the systems or we're gonna run into problems.
As long as you’re learning from those! And documenting the learns 😬
Onboarding really is something so important for SaaS businesses. I like the idea of a shared checklist. It could really be a great starting point!
Super useful! Plenty of founders are 100% forward-looking - comes with the job I guess 😆 - which doesn't bode well for aftercare etc