- The Onboarding Lab
- Posts
- How to Increase B2B SaaS Revenue Through a Customer Onboarding Audit
How to Increase B2B SaaS Revenue Through a Customer Onboarding Audit
Make a regular habit of reviewing your customer onboarding program to optimise for growth, restructures, and challenges.
Clare Knight
May 08, 2025 • Estimated Reading Time: 8 minutes
A NOTE FROM THIS WEEK’S SPONSOR
Your customer onboarding program is leaving money on the table.
I’m pleased to say that Richard from Ascendr is offering The Onboarding Lab readers an exclusive opportunity. Take full advantage!
In a free 30-min call, you’ll dive into:
Your current process
Your vision for onboarding
Identified opportunities & pitfalls
A plan of action
No strings attached. 100% free.
By engaging with my sponsors, you are supporting me and the work I do with The Onboarding Lab. My focus will always be on delivering relevant, valuable content and sponsors. Thank you! 🤘
I don’t like to blame customer onboarding…
But if your expansion and renewal revenue isn't what it should be, your customer onboarding could be the culprit. So it’s worth a review.
Customer onboarding programs evolve with company growth. Along the way different people add their own twist.
This can create critical gaps for customers if you don’t address the tangled web that can develop.
That’s why it’s so important to regularly conduct an audit of your onboarding program.
Here's how to play detective and find the revenue leaks before your CFO does. ↓
🧪 The Project: Onboarding Program Review
This is not a quick 5 minute project. But don’t be lazy!
This is a critical project to do. If you’re struggling for time, delegate sections to team members to work on it together.
If you really have no time, consider speaking to this week’s sponsor who will provide a free audit over a phone call.
Step 1: Hunt down the revenue-critical moments
Stop measuring just product activity and start tracking all of the things that impact your bottom line.
Identify specific moments in your onboarding journey that directly correlate with revenue outcomes:
→ First value realisation - when the customer stops wondering if they made a mistake
→ Adoption breadth - when usage spreads beyond your champion to all users
→ Tech integration completion - when your solution becomes harder to rip out
→ Executive stakeholder engagement - when the person who buys sees value
→ First expansion trigger - when "maybe we should add more seats" enters the chat
You then want to identify:
Current average time-to-completion
Completion rate percentage
What happens to your revenue when these moments are missed