#KeyPerformanceIndicators #Metrics #Onboarding

To improve customer onboarding, we need to track the process on an ongoing basis.

Monitoring the correct customer onboarding KPIs allows team leaders to make timely data-driven decisions.

In this video, Team Lead, Customer Success Enablement at ChurnZero, Bree Pecci, shares a list of customer onboarding KPIs her customers typically track.

In addition, Bree provides examples of onboarding dashboards and explains how to adjust the customer’s health score during the onboarding phase.

Here’s what you can expect watching this interview:

▪️ Discussion of recent increasing trends in onboarding KPIs and their importance to customer success.

▪️ Business Insights that could be gained by tracking the proposed onboarding KPIs suggested in this video.

▪️ Description of the 3 customer onboarding pillars.

▪️ Analysis of usage KPIs and customer engagement with a sample dashboard to get an in-depth understanding of how to read yours.

▪️ How logging successes optimizes the data not only for the specific customer, but also for future onboarding journeys.

▪️ The types and number of surveys you should be sending customers during the onboarding phase.

▪️ How to manage customer onboarding data in an organized way.

▪️ Additional resources to learn more about onboarding KPIs.

Comment below with your questions about onboarding KPIs, or share what metrics your team tracks during the onboarding phase.

00:00 Intro
01:44 Recent Trends
03:38 Most Commonly Tracked
04:59 Onboarding Pillars
06:37 Usage KPIs
12:10 Logging Milestones
14:22 Customer Engagement
20:42 Time to First Value
22:13 Onboarding Surveys
23:57 Survey Fatigue
25:46 Managing Information
29:58 Onboarding e-book

💡 To learn more about ChurnZero:
https://bit.ly/3wftMXO

📑 Read more about onboarding metrics:
https://churnzero.net/blog/baseline-s...

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Additional Resources

📑 eBook: How to Crush SaaS Customer Onboarding
https://bit.ly/39e4ws2

📑 Blog: 3 New Customer Onboarding Best Practices
https://bit.ly/3CzO3sB

🎥 Video: Customer Success software implementation Best Practices
https://bit.ly/3Gc1Vex

🎥 Video: Customer Success onboarding at scale | Report Review
https://bit.ly/3tKwEJX

⏬ Download: Customer Success Tech Stack
https://bit.ly/3yTcz8f

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