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How to Perfect the Onboarding Process for Improving Customer Experience and Reduce Churn with Jeff Epstein | Podcast #27
Episode 2729th July 2020 • SaaS District • Akeel Jabber | Horizen Capital
00:00:00 00:32:32

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Jeff is an entrepreneur, team-builder, hustler & investor. He is the founder of which is a SaaS made specifically for customer implementation to automate, optimize & create the perfect journey for every customer and enabling companies to manage the perfect onboarding process. Jeff was previously the founder of Ambassador for over 9 years, a referral tracking, attribution and management platform for businesses. Acquired by West Corp. in late 2018

He’s a lifelong entrepreneur, a 2011 NYC TechStar graduate, and is described as one of those rare founders you only read about in books because of his unmatcheable drive to succeed.

During this interview we cover:

  • Right Time to Sell, Negotiation Tips & Emotional load when selling your business (selling Ambassador)
  • Most Common Areas where you can Improve Onboarding for your SaaS Business
  • Why you should Invest on Onboarding Practices and Build your Process
  • Why the Customer Success Team should own the Onboarding Process
  • How to Measure ROI on Customer Success 
  • How to personalize and Balance the Onboarding Process
  • Proactive VS Reactive For Customer Success
  • Tech Stack Recommendation 
  • When to Expect
  • Why the Current Times Represent a Good Opportunity to Launch

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