That moment when you decide to sign up and be a customer of a SaaS company starts a process called customer onboarding.

SaaS customer onboarding is a critical phase in ensuring that a customer gets a good impression of the brand. As such, the initial touchpoints — signup forms, documentation, terms of use, etc. — must be organized, user-friendly, and not ask too much information that can cause the customer to turn the page.

Successful SaaS customer onboarding is key to customer retention, renewal, and upgrade.

Other interesting terms…