Factors ranging from your customer retention rate to customer lifetime value impact your NRR. At Planhat, we help our clients improve their NRR by focusing on their customer onboarding and customer health.

Customer Onboarding

During onboarding, your customers will feel set up for long-term success or confused. This is your opportunity to show customers how to get the most value out of their current plan and understand when it’s time to upgrade. While this may seem straightforward, it often gets overlooked.

Most companies struggle with onboarding not because they don’t understand their offerings or care about providing value. The issues come from a lack of consistency in their onboarding process. At Planhat, we overcome this obstacle with our customer onboarding playbooks. These playbooks provide a step-by-step process for onboarding customers—from setting up their account to conducting a platform walkthrough. With a standardized system, you can ensure that your new customers are learning everything they need to know, no matter who they’re meeting with.

Educated and excited customers stay with you and use your service to solve even more of their problems, boosting your NRR. Planhat makes it easier than ever to engage your new customers.

Customer Health

Customer health refers to how happy a customer is compared to how likely they are to churn. “Healthy” customers exhibit behaviors that indicate that they will continue using your service at their current level or upgrade. These customers keep your NRR stable or improve it. For example, healthy customers regularly use your software and test out new features.

“Unhealthy” customers show signals that they may be considering downgrading their plan or dropping it altogether. These customers bring your NRR down and increase your reliance on signing up new customers. At-risk customers may not log in for extended stretches of time or stay stuck on basic features.

What happens when you see a customer become “unhealthy?” Get ahead of churn with Planhat. With our intuitive and customizable customer health tracker, you can set the metrics that matter in your client success scorecard. Your dashboard lets you see which clients will continue working with you—even upgrading their plans. You can also see the signs of customers as they drift toward churn.

The good news is that you can intervene before they downgrade or cancel their subscription. For example, if a customer is only using the basic features of your service, you can send out an invitation to an instructional webinar. This will allow them to get the full value out of your platform, and they will be more likely to renew their plan and maybe even upgrade.