In this episode, I chat with Ramli John, onboarding expert and author of the book "Product-Led Onboarding." Ramli shares his journey into the field of onboarding and the importance of effective onboarding for customer retention. We talk about the difference between product-led and sales-led onboarding and the Eureka model, which includes three stages: the aha moment, activation, and habituation. Ramli provides insights into setting goals and metrics for successful onboarding, creating user personas, and the importance of a seamless user experience. We also venture into his process for writing a book and the role of beta readers. Tune in to learn how to optimize your onboarding process for growth and success.
Why onboarding is critical for Growth
Onboarding is critical for Growth because it helps users understand the value of a product and sets the foundation for a positive user experience. Done well, onboarding can lead to increased customer retention and, ultimately, revenue.
5 takeaways about onboarding
Focus on onboarding as a crucial aspect of customer retention.
Consider the difference between product-led and sales-led onboarding.
Use the Eureka model for onboarding, which includes three stages: aha moment, activation, and habituation.
Set clear goals and metrics for onboarding success.
Create user personas and provide a seamless user experience in onboarding.
The Eureka model for onboarding
The Euroka model includes three stages:
The aha moment: the user realizes the value of the product or service
Activation: activation is when the user takes action to start using the product
Habituation: habituation is when the user becomes a regular and habitual user of the product
These stages should be thought of as a journey that the user goes through in order to fully engage with and benefit from the product.
02:20 - Ramli John's journey into onboarding and expertise in the field
07:30 - The impact of onboarding on customer retention
11:10 - Product-led vs sales-led onboarding: which is better?
14:30 - The Eureka model for onboarding and its three stages
18:20 - Setting goals and metrics for successful onboarding
21:20 - Creating user personas for effective onboarding
25:10 - The importance of a seamless user experience in onboarding
29:00 - Different types of onboarding teams and their responsibilities
35:00 - The role of customer success and marketing teams in onboarding
37:00 - The process of writing a book and the importance of beta readers