• Don’t underestimate the power of solid welcome emails.
• By shaping communication around data, you increase your chances of success.
• A robust subscription billing platform can automate the welcome email process.
• Take the time to make your communications and welcome ema...

Educational content is a great way to retain customers.

A good idea is to combine educational content with strong and responsive customer support, and users will be so informed they won’t leave for lack of understanding.

It can be tempting at this phase to get pushy with upsells but d...

People experience a range of emotions as they first hear about, research, and decide to invest in a product. Throughout this journey, it’s important to reinforce their interest, especially in those moments after the purchase.

Many digital companies accomplish this through a virtual “tour” ...

Before onboarding even begins, your business must attract customers who need what you offer. No onboarding process can rescue a customer hoping to burn CDs with a Spotify account.

Be sure that marketing and sales understand what your product does, and doesn’t, offer. Use c...

In an ideal world, personalized or concierge onboarding would be available to every customer. That’s not always possible. The next best thing, of course, is having channels that allow you to see customer pain points during the onboarding process, or even invite them to tell you themselves.

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