“Treat Onboarding Like a Product” and Other Advice for Working

TheySaid: Real Strategies for Customer Success

“Treat Onboarding Like a Product” and Other Advice for Working with High Volume/SMB Customers

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Lauren Humphrey, former VP of Customer Success and Payments GTM and current advisor at brightwheel dives into lessons learned from working with a high volume of SMB customers. Her tips include making every touchpoint count, thinking of onboarding as a product, delivering high quality experiences through specialization, and investing in systems early on.

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