How onboarding shapes customer churn & expansions: Srikrishnan Ganesan

In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions. 

He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions. 

𝗖𝗛𝗔𝗣𝗧𝗘𝗥𝗦 

00:00 - Intro 

00:56 -True churn happens in onboarding 

03:22 - The story behind Rocketlane 

06:32 - The customer shareability gap 

09:48 - Purpose built software vs. all-in-one solutions 

15:19 - Need for customer status update 

18:13 - Common mistake: Not sharing implementation timelines with customer 

22:42 - Have a pre-kick off call 

27:43 - Shifting responsibilities in the product-led sales world 

31:06 - Role of community in shaping the product 

34:30 - How building a community helps 

38:06 - Where does community fit in the org chart 

40:04 - What's a great buyer journey 

43:53 - Focus on brand from early 

44:46 - Closing notes 

💌 Connect with Srikrishnan Ganesan💌 

➟ Linkedin 🔗 https://www.linkedin.com/in/srikrishnang 

Also, please listen to the episode on: 

➟ Apple 🔗 

➟ Spotify 🔗 

✨ Subscribe to Avoma's Channel✨ 

🔗https://www.youtube.com/channel/UCpSiDrsEUx2Qywfb1V3CII 

✨About Avoma✨ 

Avoma is an end-to-end AI meeting assistant for customer-facing teams. Its AI-powered technology helps customer-facing teams capture important customer information, before, during, and after important meetings. 

🔗 https://www.avoma.com/ 

🎥𝗖𝗵𝗲𝗰𝗸𝗼𝘂𝘁 𝗠𝘆 𝗢𝘁𝗵𝗲𝗿 𝗩𝗶𝗱𝗲𝗼𝘀 

➟ The game-changing shift in SaaS sales | Mona Akmal | The Modern SaaS Podcast | Ep #23 🔗 https://youtu.be/hYRTP5eVlow 

➟ How to close deals faster in the current economy | Mor Assouline | The Modern SaaS Podcast | Ep #24 🔗https://youtu.be/l5JISfmFUFk 

𝗙𝗼𝗹𝗹𝗼𝘄 𝗢𝗻 𝗦𝗼𝗰𝗶𝗮𝗹 

➟ Linkedin 🔗https://www.linkedin.com/company/avoma 

➟ Twitter 🔗https://twitter.com/AvomaInc 

#saas #customerexperience #onboarding

𝗥𝗲𝗹𝗮𝘁𝗲𝗱 𝗦𝗲𝗮𝗿𝗰𝗵𝗲𝘀: 
customer onboarding 
modern saas podcast 
modern onboarding 
customer churn 
account expansions