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In this thought-provoking article, Lincoln Murphy talks about how to understand what "success" is for your customers, and how to "solve for that" (as he says) to onboard customers as efficiently as possible. He says not to confuse your definition of success with their definition. Some of the headings from the article are:
  • What defines an ‘Onboarded’ Customer?
  • Situational Success: Trial, Proof of Concept, and Early Lifecycle
  • Not Sure How they Define Success? Ask.
  • A Thought Experiment: The Online Store Builder
  • Success Milestones
  • Just Focus on the Next Success Milestone
This is definitely a different way of thinking about getting your users and customers started with your product.
  • RA

    Ramin Assemi

    almost 5 years ago #

    "that initial success for your customer is actually the point where becoming a paying customer is the next most logical step. So you’ll get that “they convert to a paying customer” outcome you want, by focusing on the outcome they want." +++

  • DT

    David Turnbull

    almost 5 years ago #

    Really great post. I think @lincolnmurphy's point about not confusing your own definition of success with that of your customer is really key.

  • NK

    narek khach

    almost 5 years ago #

    I think the best way to improve user onboarding is to study the best, the worst, and everything in between. Research and see what works and doesn't and how they are working out.

    The best experience for me was digging through UserOnboard.com and their onboarding breakdowns. Really insightful.

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