customer-onboarding
Customer Onboarding
Overview
Onboarding is where you keep or lose customers. The first 7-30 days determine whether they stay or churn. Most solopreneurs focus on acquisition and ignore onboarding — then wonder why churn is high. This playbook builds an onboarding system that gets users to their first win fast, builds confidence, and sets them up for long-term success.
Step 1: Define Your Activation Metric
Onboarding isn't about completing a checklist. It's about getting users to experience value — the "aha moment" where the product clicks.
Your activation metric is the action that predicts retention.
Examples:
- Slack: Sent 2,000 messages as a team
- Dropbox: Uploaded and shared at least one file
- SaaS analytics tool: Connected a data source and viewed their first report
- Project management tool: Created a project and added 3 tasks
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