Customer onboarding flows get all the love. Figuring out how to get more users to important milestones, find value, and integrate into their workflow is exciting stuff (for SaaS nerds like us).
But you know what doesn’t get any love? Customer offboarding: all the steps involved in a customer canceling their account and successfully disengaging from the product.
What do Amazon’s Jeff Bezos and Costco’s Jim Sinegal from Costco have in common? They both have a history of focusing on the lifetime value of a customer rather than chasing short-term profits. And their success speaks for itself.
If you want to be a leader in customer loyalty and grow your business for the long term, Customer Value Optimization is key. Easy? No. Essential? Yes.
Freemium and free-trial signups have one thing in common: Neither generates revenue.
You may agonize over the decision to choose one path over the other, but you can save that strategic energy for figuring out how to transition more free users into paying customers with user onboarding.