tech
Onboarding
The first 30-90 days of a customer relationship. The make-or-break period.
Definition
Onboarding is the structured process of getting a new customer (or employee) productive and successful. For customers, it's the first 30-90 days - the highest-risk period when most churn happens. A great onboarding delivers a quick win, sets expectations, and embeds the customer into the workflow before they have time to question the purchase. Common onboarding mistakes: overwhelming the customer with options, slow first response, leaving them to figure it out. Each is fixable with structure.
In your business
- →Map the customer's first 30 days minute by minute - find friction and remove it
- →Deliver a quick win in the first week - shows immediate value
- →Track 30-day, 60-day, 90-day retention as separate KPIs - they tell different stories