Our guest on ‘The Road to Revenue’ this week is Daniel Zarick, CEO and co-founder of Arrows, a customer onboarding solution for teams using HubSpot. This is not HubSpot onboarding 101; it’s an in-depth look at how to deliver the best experience for customers once they come on board. Daniel, along with host Natalie Furness, look at customer onboarding from all angles. Helping customers reach the ‘aha!’ moment for your product faster, why we should see onboarding as an extension of the sales process, how to empower customers to onboard themselves, and the all-important question of measuring success—it’s all covered in this week’s episode. The Road to Revenue is a fortnightly podcast helping B2B businesses leave no stone unturned on their revenue growth journey. Chapter Markers: [01:25] Daniel introduces himself and explains how his experience as a Product Manager at Twilio led him to develop Arrows as a tool that would empower customer success teams. [04:34] Natalie and Daniel examine time-to-value as a metric for measuring onboarding success. [05:02] Daniel explains that onboarding is not just key for retention but, depending on the business model, impacts revenue. [7:23] Answering the million-dollar question, ‘How do you measure value?' Daniel explains that part of the challenge companies face is that they don’t define value from the outset. [09:43] Natalie gives an insight into her background and how interview techniques can be key to unlocking the ‘aha!’ moment for customers. [13:35] Daniel argues onboarding should be viewed as an extension of the sales pipeline, rather than a separate customer success function. [14:27] Daniel explains why proper onboarding is vital to soothing B2B customers who have been burned by disappointing results in the past. [17:50] Daniel explains how a strong onboarding process can lead to a dramatic expansion in revenue. [19:50] Natalie asks what leaders should look out for as indicators that onboarding is going well, with Daniel emphasising the importance of empowering customers to onboard themselves. [22:32] Natalie and Daniel discuss the importance of finding the right integration partner for complex software solutions and personalising the customer onboarding experience. --- Check out How to Power Up Customer Onboarding with Tickets in HubSpot Service Hub from Arrows. --- If you’re a SaaS company looking to supercharge your revenue operations, RevOps Automated can help. Offering the business consulting services to define a strategy and the technical expertise to help implement it, RevOps Automated gives the best of both worlds. The team of data scientists, developers, product managers, and revenue, sales, and success operations experts, RevOps Automated is ready to transform your organisation with a best-practice approach that drives results.   Visit https://www.revopsautomated.com/ to learn more.