Episode 18: Build your product to make sure Onboarding is successful with Cait Porte of Zmags

Jeff is joined by Cait Porte, who is leading Product and Global Services for Zmags, including Product Management, User Experience, Customer Onboarding, and Customer Support. This is a unique blend of responsibilities, and the topics discussed are:

- Building Product to enable Customer Success FAST in a SaaS world that is easy to do

- Getting consensus and alignment in presales and scoping to make sure that prospects and customers can get fully onboarded in less than 30 days

- Working with Customers to get consensus on success metrics during the onboarding phase

- Balancing UX and Design with what are the most usable features for customers

- Building Custom features in a SaaS world

- Timeboxing the Onboarding Phase to make sure the customer's time to value is maximized

- When to add Implementation fees, and why it works