Definición
Customer onboarding = proceso structured guide new customers desde signup hasta value realized. Primeros 30-90 días determinan retention long-term significantly.
Por qué crítico
- 40-60% customer churn happens primeros 30 días
- Customers que reach activation milestone: 5-10x más likely retain
- NPS impactado significantly por onboarding experience
- Word-of-mouth determined by initial experience
Componentes onboarding
- Welcome sequence: emails primeros 7-14 días
- Product tour: guided tour interactive
- Setup assistance: help getting started
- Quick wins: achieve first success milestone fast
- Training: videos, docs, webinars
- Check-ins: proactive customer success outreach
- Activation tracking: ensure key milestones reached
Métricas onboarding
| Métrica | Target |
|---|---|
| Time to first value | <7 días |
| Activation rate (customers reach milestone) | 60-80% |
| Day 30 churn | <10% |
| Onboarding NPS | +40 mínimo |
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