Confusing Free Trials and Onboarding will likely result in poor engagement and lower conversion from free to paid.
Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
December 12, 2022 Article by Lincoln Murphy
Customer-centric Growth by Lincoln Murphy
Growth-oriented Customer Success
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Customer Success & Growth Articles
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- Build a Social Proof Machine: Consistently Generate Real Advocates at Scale
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- Why High Usage Doesn’t Guarantee Customer Success
- Scaling Your Customer Success Team Without Losing Control
- The Art and Science of Continuous Goal Alignment in Customer Success
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- Aligning Customer Success and Sales: Bridging the Great Divide
- Motivating Action: The Hard Truth of Driving Customer Engagement
- Customer Retention: Proactive, Reactive, and At-Risk Analysis
- Navigating Partner Success in a Multi-Channel World
- Unlocking Potential: How to Allocate Customers to CSMs
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- The Art of Objection Handling in Customer Success
- Driving Exponential Growth: The Art of Selling to Existing Customers
- NRR Panic: The Rollercoaster Ride You Never Saw Coming
- Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
- Why CSM Positioning is so Important (and How to Fix it)
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- Designing a Sales-to-CSM Handoff that Actually Works
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- You Can’t Solve Upstream Problems Down Stream
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- A QBR is NOT Required for Customer Success
- Customer Success: The Importance of User or Customer Onboarding
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- Customer Success: High/Low/No Touch Customer Segmentation
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- Customer Success: Who Should Handle Upsells?
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- From Transactions to Relationships: Unleashing Customer Potential with AX
- Renewal Psychology: From an Adversarial Process to a Celebration of Success
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- Pooled CSMs: Benefits, Challenges, and Requirements for Success
- Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
- The Goal Discovery Framework for Customer Success Management
- Storytelling in Customer Success: Use the Power of Goal Discovery
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- Bridging the Engagement Gap: Keeping Customers Actively Invested
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- From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
- 5 Outdated Email Tactics You Need to Abandon in 2024
- Every Department Must Recognize the Value of Customer Success
- Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
- Why High Usage Doesn’t Guarantee Customer Success
- Scaling Your Customer Success Team Without Losing Control
- The Art and Science of Continuous Goal Alignment in Customer Success
- Goal Discovery: The Essential Task You Never Had Time for (Until Now!)
- Aligning Customer Success and Sales: Bridging the Great Divide
- Motivating Action: The Hard Truth of Driving Customer Engagement
- Customer Retention: Proactive, Reactive, and At-Risk Analysis
- Navigating Partner Success in a Multi-Channel World
- Unlocking Potential: How to Allocate Customers to CSMs
- AX-Based Coverage Segments: Customer Success Evolved
- RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
- Redefining Email Engagement: New Metrics for a New Era (2024)
- Understand, Classify, and Effectively Analyze Churn
- Customer Negotiation: Discounts, Retention, and Value
- The Art of Objection Handling in Customer Success
- Driving Exponential Growth: The Art of Selling to Existing Customers
- NRR Panic: The Rollercoaster Ride You Never Saw Coming
- Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
- Why CSM Positioning is so Important (and How to Fix it)
- Customer Status: The Hidden Motivator You Can’t Ignore
- The Power of Curiosity in Customer Success
- Creating Customer Success Playbooks with ChatGPT
- ChatGPT or Bing: Which AI Tool is Best for Customer Success
- Customer Success Pros: Stay Ahead of the Game with ChatGPT
- ChatGPT in Customer Success: Generative Output to Desired Outcome
- Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
- ChatGPT is a Customer Success Game-Changer
- Growth Unlocked: The Key to Exponential Account Expansion
- Customer Success: Defined (2024)
- Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
- The Importance of Consistency in Customer Success Management
- The Real Reason Your Company Invests in Customer Success
- Customers Hate These 3 Things (and How to Avoid Them)
- The 5 Secrets of World-class Customer Success Managers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Eliminate Churn Forever in 5 Simple Steps
- Customer Success: The Lost Art of Churn Reason Analysis
- Customer Success: How to Quantify the Impact of Bad-fit Customers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Designing a Sales-to-CSM Handoff that Actually Works
- What is a good SaaS Churn Rate?
- Achieve Exponential Growth by Focusing on CAC Efficiency
- TTFV as a Sales KPI to Drive Engagement and Expansion
- Time to First Value (TTFV) is a Customer Onboarding Goal
- Customer Onboarding: AHA! or WTF?
- Emotional Disconnect During Customer Onboarding
- Bad Sales Handoffs Cause Customers to Ghost During Onboarding
- How to Know if Customers are Actually Ghosting you
- Why Customers Ghost you
- The Basics of Customer Onboarding
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- Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
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- Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
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- Introducing the BEAST Message Framework for Customer Engagement
- Introducing the Customer Engagement Communication Model
- Churn Classification Framework For Customer Success Management (2024 Update)
- Customer Success and Sales: Why the Latter determines the Former
- Appropriate Experience is Required for Customer Success
- What Are The Best Customer Success KPIs?
- You Can’t Solve Upstream Problems Down Stream
- Customer Success is a Simple Concept (Don’t Overthink It)
- Customer Success can’t fit into Existing Frameworks
- Those aren’t Problems. Those are Customers!
- Customer Onboarding Success Secret: Don’t Overwhelm Customers
- A QBR is NOT Required for Customer Success
- Customer Success: The Importance of User or Customer Onboarding
- How to Define Roles in Customer Success Management
- Customer Success: High/Low/No Touch Customer Segmentation
- Customer Success: Incorporating High/Low/No Touch into Onboarding
- Customer Success: How to help Salespeople with Customer Segmentation
- Customer Success: Determining Which Customers on which to Focus
- Customer Success: Who Should Handle Upsells?
- Customer Success: How to Reset Mismanaged Expectations
- Customer Success: Customer Engagement Across the Entire Lifecycle
- Customer Success: Working with Customers that don’t like Technology
- The True Cost of Meetings in Customer Success Management
- Meetings as a Customer Success Metric: The Misguided Path
- No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
- Revenue Roadblocks: How We’re Sabotaging Our Own Growth
- Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
- Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
- From Transactions to Relationships: Unleashing Customer Potential with AX
- Renewal Psychology: From an Adversarial Process to a Celebration of Success
- Pods in Customer Success vs. Sales: A Side-by-Side Comparison
- The Role of Pods in CSM Coverage Models: The Evolving Landscape
- Pooled CSMs: Benefits, Challenges, and Requirements for Success
- Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
- The Goal Discovery Framework for Customer Success Management
- Storytelling in Customer Success: Use the Power of Goal Discovery
- Customer Success Scaling: Capacity Planning and Resource Allocation
- Bridging the Engagement Gap: Keeping Customers Actively Invested
- Build a Social Proof Machine: Consistently Generate Real Advocates at Scale
- The Untapped Potential of Social Proof through Earned Advocacy
- From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
- 5 Outdated Email Tactics You Need to Abandon in 2024
- Every Department Must Recognize the Value of Customer Success
- Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
- Why High Usage Doesn’t Guarantee Customer Success
- Scaling Your Customer Success Team Without Losing Control
- The Art and Science of Continuous Goal Alignment in Customer Success
- Goal Discovery: The Essential Task You Never Had Time for (Until Now!)
- Aligning Customer Success and Sales: Bridging the Great Divide
- Motivating Action: The Hard Truth of Driving Customer Engagement
- Customer Retention: Proactive, Reactive, and At-Risk Analysis
- Navigating Partner Success in a Multi-Channel World
- Unlocking Potential: How to Allocate Customers to CSMs
- AX-Based Coverage Segments: Customer Success Evolved
- RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
- Redefining Email Engagement: New Metrics for a New Era (2024)
- Understand, Classify, and Effectively Analyze Churn
- Customer Negotiation: Discounts, Retention, and Value
- The Art of Objection Handling in Customer Success
- Driving Exponential Growth: The Art of Selling to Existing Customers
- NRR Panic: The Rollercoaster Ride You Never Saw Coming
- Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
- Why CSM Positioning is so Important (and How to Fix it)
- Customer Status: The Hidden Motivator You Can’t Ignore
- The Power of Curiosity in Customer Success
- Creating Customer Success Playbooks with ChatGPT
- ChatGPT or Bing: Which AI Tool is Best for Customer Success
- Customer Success Pros: Stay Ahead of the Game with ChatGPT
- ChatGPT in Customer Success: Generative Output to Desired Outcome
- Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
- ChatGPT is a Customer Success Game-Changer
- Growth Unlocked: The Key to Exponential Account Expansion
- Customer Success: Defined (2024)
- Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
- The Importance of Consistency in Customer Success Management
- The Real Reason Your Company Invests in Customer Success
- Customers Hate These 3 Things (and How to Avoid Them)
- The 5 Secrets of World-class Customer Success Managers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Eliminate Churn Forever in 5 Simple Steps
- Customer Success: The Lost Art of Churn Reason Analysis
- Customer Success: How to Quantify the Impact of Bad-fit Customers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Designing a Sales-to-CSM Handoff that Actually Works
- What is a good SaaS Churn Rate?
- Achieve Exponential Growth by Focusing on CAC Efficiency
- TTFV as a Sales KPI to Drive Engagement and Expansion
- Time to First Value (TTFV) is a Customer Onboarding Goal
- Customer Onboarding: AHA! or WTF?
- Emotional Disconnect During Customer Onboarding
- Bad Sales Handoffs Cause Customers to Ghost During Onboarding
- How to Know if Customers are Actually Ghosting you
- Why Customers Ghost you
- The Basics of Customer Onboarding
- Success Potential: Real Customer Success Starts Here
- Account Expansion: How to Upsell Unsuccessful Customers
- Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
- Account Expansion: If You Want To Grow Fast, Do This…
- Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
- Customer Growth: The Difference between Sales and Expansion
- Introducing the BEAST Message Framework for Customer Engagement
- Introducing the Customer Engagement Communication Model
- Churn Classification Framework For Customer Success Management (2024 Update)
- Customer Success and Sales: Why the Latter determines the Former
- Appropriate Experience is Required for Customer Success
- What Are The Best Customer Success KPIs?
- You Can’t Solve Upstream Problems Down Stream
- Customer Success is a Simple Concept (Don’t Overthink It)
- Customer Success can’t fit into Existing Frameworks
- Those aren’t Problems. Those are Customers!
- Customer Onboarding Success Secret: Don’t Overwhelm Customers
- A QBR is NOT Required for Customer Success
- Customer Success: The Importance of User or Customer Onboarding
- How to Define Roles in Customer Success Management
- Customer Success: High/Low/No Touch Customer Segmentation
- Customer Success: Incorporating High/Low/No Touch into Onboarding
- Customer Success: How to help Salespeople with Customer Segmentation
- Customer Success: Determining Which Customers on which to Focus
- Customer Success: Who Should Handle Upsells?
- Customer Success: How to Reset Mismanaged Expectations
- Customer Success: Customer Engagement Across the Entire Lifecycle
- Customer Success: Working with Customers that don’t like Technology
- The True Cost of Meetings in Customer Success Management
- Meetings as a Customer Success Metric: The Misguided Path
- No Goals, No Customer Success: Unlocking the Power of the Goal Discovery Framework
- Revenue Roadblocks: How We’re Sabotaging Our Own Growth
- Good Fit vs. Bad Fit vs. Ideal Customers: The Key to Unlocking Sustainable Growth
- Opt-In vs. Opt-Out Trials: The Hidden Impact on Customer Retention and Success
- From Transactions to Relationships: Unleashing Customer Potential with AX
- Renewal Psychology: From an Adversarial Process to a Celebration of Success
- Pods in Customer Success vs. Sales: A Side-by-Side Comparison
- The Role of Pods in CSM Coverage Models: The Evolving Landscape
- Pooled CSMs: Benefits, Challenges, and Requirements for Success
- Beyond Touch Levels: Scaling Customer Success through Appropriate Experience (AX)
- The Goal Discovery Framework for Customer Success Management
- Storytelling in Customer Success: Use the Power of Goal Discovery
- Customer Success Scaling: Capacity Planning and Resource Allocation
- Bridging the Engagement Gap: Keeping Customers Actively Invested
- Build a Social Proof Machine: Consistently Generate Real Advocates at Scale
- The Untapped Potential of Social Proof through Earned Advocacy
- From KPIs to Connection: Transforming Metrics Into Meaningful Relationships
- 5 Outdated Email Tactics You Need to Abandon in 2024
- Every Department Must Recognize the Value of Customer Success
- Retention: Shifting from Reactive to Proactive to Stop Chasing and Start Leading
- Why High Usage Doesn’t Guarantee Customer Success
- Scaling Your Customer Success Team Without Losing Control
- The Art and Science of Continuous Goal Alignment in Customer Success
- Goal Discovery: The Essential Task You Never Had Time for (Until Now!)
- Aligning Customer Success and Sales: Bridging the Great Divide
- Motivating Action: The Hard Truth of Driving Customer Engagement
- Customer Retention: Proactive, Reactive, and At-Risk Analysis
- Navigating Partner Success in a Multi-Channel World
- Unlocking Potential: How to Allocate Customers to CSMs
- AX-Based Coverage Segments: Customer Success Evolved
- RevOps Evolved: The Key to Rapid, Exponential Revenue Growth (2024)
- Redefining Email Engagement: New Metrics for a New Era (2024)
- Understand, Classify, and Effectively Analyze Churn
- Customer Negotiation: Discounts, Retention, and Value
- The Art of Objection Handling in Customer Success
- Driving Exponential Growth: The Art of Selling to Existing Customers
- NRR Panic: The Rollercoaster Ride You Never Saw Coming
- Motivation vs. Discipline: How Knowing the Difference Skyrockets Customer Engagement
- Why CSM Positioning is so Important (and How to Fix it)
- Customer Status: The Hidden Motivator You Can’t Ignore
- The Power of Curiosity in Customer Success
- Creating Customer Success Playbooks with ChatGPT
- ChatGPT or Bing: Which AI Tool is Best for Customer Success
- Customer Success Pros: Stay Ahead of the Game with ChatGPT
- ChatGPT in Customer Success: Generative Output to Desired Outcome
- Stop Teaching Your Customers to Ignore You! A Guide to Effective Customer Engagement
- ChatGPT is a Customer Success Game-Changer
- Growth Unlocked: The Key to Exponential Account Expansion
- Customer Success: Defined (2024)
- Stop Confusing Free Trials and Onboarding (It’s Costing You Customers)
- The Importance of Consistency in Customer Success Management
- The Real Reason Your Company Invests in Customer Success
- Customers Hate These 3 Things (and How to Avoid Them)
- The 5 Secrets of World-class Customer Success Managers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Eliminate Churn Forever in 5 Simple Steps
- Customer Success: The Lost Art of Churn Reason Analysis
- Customer Success: How to Quantify the Impact of Bad-fit Customers
- Customer Onboarding: How to Design and Implement an Effective Onboarding Process
- Designing a Sales-to-CSM Handoff that Actually Works
- What is a good SaaS Churn Rate?
- Achieve Exponential Growth by Focusing on CAC Efficiency
- TTFV as a Sales KPI to Drive Engagement and Expansion
- Time to First Value (TTFV) is a Customer Onboarding Goal
- Customer Onboarding: AHA! or WTF?
- Emotional Disconnect During Customer Onboarding
- Bad Sales Handoffs Cause Customers to Ghost During Onboarding
- How to Know if Customers are Actually Ghosting you
- Why Customers Ghost you
- The Basics of Customer Onboarding
- Success Potential: Real Customer Success Starts Here
- Account Expansion: How to Upsell Unsuccessful Customers
- Customer Growth: Why Lack Of Expansion Is A Really Bad Sign
- Account Expansion: If You Want To Grow Fast, Do This…
- Customer Growth: Upselling Hurts Trust (When You Do It Wrong)
- Customer Growth: The Difference between Sales and Expansion
- Introducing the BEAST Message Framework for Customer Engagement
- Introducing the Customer Engagement Communication Model
- Churn Classification Framework For Customer Success Management (2024 Update)
- Customer Success and Sales: Why the Latter determines the Former
- Appropriate Experience is Required for Customer Success
- What Are The Best Customer Success KPIs?
- You Can’t Solve Upstream Problems Down Stream
- Customer Success is a Simple Concept (Don’t Overthink It)
- Customer Success can’t fit into Existing Frameworks
- Those aren’t Problems. Those are Customers!
- Customer Onboarding Success Secret: Don’t Overwhelm Customers
- A QBR is NOT Required for Customer Success
- Customer Success: The Importance of User or Customer Onboarding
- How to Define Roles in Customer Success Management
- Customer Success: High/Low/No Touch Customer Segmentation
- Customer Success: Incorporating High/Low/No Touch into Onboarding
- Customer Success: How to help Salespeople with Customer Segmentation
- Customer Success: Determining Which Customers on which to Focus
- Customer Success: Who Should Handle Upsells?
- Customer Success: How to Reset Mismanaged Expectations
- Customer Success: Customer Engagement Across the Entire Lifecycle
- Customer Success: Working with Customers that don’t like Technology
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