In this episode of The Modern SaaS Podcast, Srikrishnan Ganesan, the CEO of Rocketlane, joins us to discuss how customer onboarding shapes churn and expansions. He shares with us the insights he's gathered from years of experience, and explains how onboarding can help your company avoid costly churn and help you build the base for account expansions. 𝗖𝗛𝗔𝗣𝗧𝗘𝗥𝗦 00:00 - Intro 00:56 -True churn happens in onboarding 03:22 - The story behind Rocketlane 06:32 - The customer shareability gap 09:48 - Purpose built software vs. all-in-one solutions 15:19 - Need for customer status update 18:13 - Common mistake: Not sharing implementation timelines with customer 22:42 - Have a pre-kick off call 27:43 - Shifting responsibilities in the product-led sales world 31:06 - Role of community in shaping the product 34:30 - How building a community helps 38:06 - Where does community fit in the org chart 40:04 - What's a great buyer journey 43:53 - Focus on brand from early ...