How onboarding shapes customer churn & expansions: Srikrishnan Ganesan

The Modern SaaS Podcast

In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions.

He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions.

𝗖𝗛𝗔𝗣𝗧𝗘𝗥𝗦

00:00 - Intro

00:56 -True churn happens in onboarding

03:22 - The story behind Rocketlane

06:32 - The customer shareability gap

09:48 - Purpose built software vs. all-in-one solutions

15:19 - Need for customer status update

18:13 - Common mistake: Not sharing implementation timelines with customer

22:42 - Have a pre-kick off call

27:43 - Shifting responsibilities in the product-led sales world

31:06 - Role of community in shaping the product

34:30 - How building a community helps

38:06 - Where does community fit in the org chart

40:04 - What's a great buyer journey

43:53 - Focus on brand from early

44:46 - Closing notes

💌 Connect with Srikrishnan Ganesan💌

➟ Linkedin 🔗 https://www.linkedin.com/in/srikrishnang

Also, please listen to the episode on:

➟ Apple 🔗

➟ Spotify 🔗

✨ Subscribe to Avoma's Channel✨

🔗https://www.youtube.com/channel/UCpSiDrsEUx2Qywfb1V3CII

✨About Avoma✨

Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings.

🔗 https://www.avoma.com/

🎥𝗖𝗵𝗲𝗰𝗸𝗼𝘂𝘁 𝗠𝘆 𝗢𝘁𝗵𝗲𝗿 𝗩𝗶𝗱𝗲𝗼𝘀

➟ The game-changing shift in SaaS sales | Mona Akmal | The Modern SaaS Podcast | Ep #23 🔗 https://youtu.be/hYRTP5eVlow

➟ How to close deals faster in the current economy | Mor Assouline | The Modern SaaS Podcast | Ep #24 🔗https://youtu.be/l5JISfmFUFk

𝗙𝗼𝗹𝗹𝗼𝘄 𝗢𝗻 𝗦𝗼𝗰𝗶𝗮𝗹

➟ Linkedin 🔗https://www.linkedin.com/company/avoma

➟ Twitter 🔗https://twitter.com/AvomaInc

#saas #customerexperience #onboarding

𝗥𝗲𝗹𝗮𝘁𝗲𝗱 𝗦𝗲𝗮𝗿𝗰𝗵𝗲𝘀:
customer onboarding
modern saas podcast
modern onboarding
customer churn
account expansions