10 onboarding improvements that cut our customer churn by nearly 3x

Welcome to TechCrunch+ Friday

I love it when a plan comes together.

A few weeks ago, I found a Twitter thread by Sam DeBrule, co-founder and head of marketing of Heyday, who explained how he and his co-founder reduced customer churn by improving their onboarding process.

I sent him a DM asking if he’d adapt the thread for a guest post on TC+; he said, “yes,” and we published it earlier this week.

If new users can’t quickly figure out how to use (or benefit from) your products, it won’t matter how many new customers you onboard each month.

That’s why marketing and product teams need onboarding goals, says Sam, who explains the tactics he used to insert themselves into the customer journey, and how those changes helped them reduce turnover by almost 3x.

Thanks again to Sam for sharing the benefit of his experience! If you’ve solved a problem inside your organization and are interested in sharing your solutions with an audience, please review our recently revised submission guidelines.

Have a fantastic weekend,

Walter Thompson
Editorial Manager, TechCrunch+
@yourprotagonist

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