Early on in the life of Pardot we realized that many customers would sign up for the product only to struggle implementing it. Seeing this, we started requiring a $2,500 quick start package so that we could ensure the client had a successful onboarding. Unfortunately, it added serious friction to the sales process since the up-front fee often required multiple signatures. The solution: raise the monthly fee from $500 to $1,000 and include a quick start package at no additional charge for all customers. Sales took off dramatically and we never looked back.
Here are the categories of the Pardot Quick Start Onboarding Package:
- Project Planning
- CRM Integration
- Technical Setup
- Marketing Asset & Integration Setup
After 30 days, the Pardot client is up and running with their core sales and marketing tools integrated, prospects tracked, and emails blasting.
Customer onboarding is critical to the success of many Software-as-a-Service products and should be treated as a key part of the customer experience.
What else? What are some other thoughts on the importance of customer onboarding?