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The value of products no longer gets locked behind iron-clad paywalls. SaaS is a buyers' market in which users expect to be able to try before they buy. More and more companies have had to lead their sales process with a free trial to demonstrate the worth of their service and tempt users to buy. But users are fickle, and why wouldn't they be? They can hire and fire products without a second thought—the next product is only one browser tab away. It's hyper-competitive, fast-paced, and ruthless. To survive, businesses must figure out how to produce engaged customers and sustainable acquisition rates from their “free trials.” They understand the only way to do this is with a well-thought-out onboarding flow because it is the most crucial part of the customer journey. Still, many businesses are making the same onboarding blunder. They're treating their users as their customers. And there is a distinct difference.

  • PH

    Pradyut Hande

    4 months ago #

    Reducing the time and complexity path to achieve the first Aha! Moment is integral to both segments. Loved the way you used the FBM model to highlight the three elements leading up to a convergence that positively influences user behavior.

    • TM

      Ty Magnin

      4 months ago #

      Thanks Pradyut. It fit this argument perfectly and helped make it even clearer to me.

  • TC

    Tad Chef

    4 months ago #

    This post broke my address bar nonsense cleaning script and resulted in a 404.

    Why do you sabotage your short clean human readable URL:
    https://www.appcues.com/blog/user-vs-customer-onboarding

    By adding huge and phishy looking utm_source crap like this:
    ?utm_campaign=User%20Onboarding%20Academy%203.0&utm_source=hs_email&utm_medium=email&utm_content=63015433&_hsenc=p2ANqtz-85W4NLi5oecOkJer1nTmWYdUnotgrd--24mRX227gduvMQtfvKiBnPEW1_uFWNnbnlEF8biNwQtDyGcCdfV_Bl4XdbuA&_hsmi=63015433&utm_campaign=Submission&utm_medium=Community&utm_source=GrowthHackers.com

    It's like 5 times as long as the original link!

    • AA

      Anuj Adhiya

      4 months ago #

      Normally our system cleans this up and just tacks on utms that show that the community was the source. For some reason that failed to happen this time, I've cleaned it up now.

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