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Unpopular opinion: automated onboarding flows beat dedicated CSMs every time
I set up a fully automated onboarding sequence for my SaaS last quarter and the activation rate jumped 22% compared to when I had a CSM walking everyone through it manually. Has anyone else found that personal touch actually slows things down for certain customer segments?
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jamief672d ago
Dylan hit the nail on the head with "way less stress on the team." I swapped out a full time CSM for a drip campaign with video walkthroughs and it freed up my support people to focus on actual problems instead of babysitting setup. The trick is to build in trigger based emails that jump in when someone gets stuck for more than a few minutes. You still get that personal touch but only when it's actually needed. Saved me about 40 hours a month easy.
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dylan_brown307d ago
Moved my own onboarding to automated last year and got better results with way less stress on the team.
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