Metrics are essential to keep us in line with the company's goals and to understand if our process is working.
But, first, we need to keep it simple to understand what really matters in our process and to deliver first-value to the customers as soon as possible.
Customer Effort Score it's an essential metric for SaaS products. Customers don't want to be surprised. As the Golden Circle methodology says, they don't buy your product, they buy solutions for their problem.
CES is related to how much effort the customer needs to employ to adopt our solution.
If this effort is to high we'll probably have adoption problems. If we have adoption problems we'll have retention problems.
So, as Onboarding team of a SaaS company, we need to start to measure CES as soon as possible.
We need to understand more about customer journey inside each one of our products. Mapping the touchpoints to understand critical milestones.
To create a narrative for the user's journey.
We also can implement an analysis for the customers' lifecycle, like to understand what's happening with the customers 3 months after they leave the onboarding.
Like this we can understand gaps, thinking more in retention and engagement to improve the onboarding process.
With my experience as Senior Analyst, I can help the team if I have more information about the customers. I want to create a register card for the projects with the data, main objections and/or challenges. With more data we can made a discovery process to understand the root cause of the problems and to propose and bring more improvement to the team. With more data is possible to identify if the problem is:
If we have some problem that isn't recurrent we need to made a specific plan of action, with the analyst or the customer.
Maybe we can develop a PDCA or align a particular goal.
If we have a recurrent problems that repeats sometimes with different analysts it's to look first for our process: what we can improve?
After of "clean our mess" and identify the root cause of the situation, we can also made alignments with the other teams.