Skill: 1kalin/afrexai-customer-onboarding (version 1.0.0)

# Customer Onboarding Optimizer Structured framework for designing, auditing, and optimizing B2B customer onboarding flows. Reduces time-to-value, increases activation rates, and prevents early churn. ## When to Use - Designing onboarding for a new product or feature - Auditing why activation rates are low - Reducing time-to-first-value below industry benchmarks - Building onboarding automation with agents ## Framework ### 1. Onboarding Health Score (0-100) Score each dimension: | Dimension | Weight | What to Measure | |-----------|--------|----------------| | Time-to-first-value | 25% | Days from signup to first meaningful outcome | | Activation rate | 20% | % of signups completing core action within 7 days | | Setup completion | 15% | % completing all onboarding steps | | Support ticket rate | 15% | Tickets per new user in first 30 days (lower = better) | | Day-30 retention | 15% | % still active at day 30 | | NPS at day 14 | 10% | Net Promoter Score from onboarding survey | **Scoring:** - 80-100: Elite (top 10% of B2B SaaS) - 60-79: Competitive - 40-59: Leaking revenue — fix within 30 days - Below 40: Emergency — onboarding is killing growth ### 2026 Benchmarks (B2B SaaS): - Median time-to-first-value: 4.2 days - Top quartile activation rate: 68% - Median Day-30 retention: 72% - Support tickets per new user (first 30 days): 2.1 ### 2. Onboarding Stage Map Design onboarding in 5 stages: **Stage 1: Welcome (Minutes 0-5)** - Personalized welcome based on signup data - Set expectations: what they will accomplish today - Single clear CTA — not a tour, not a video, an ACTION **Stage 2: Quick Win (Minutes 5-30)** - Guide user to ONE meaningful outcome - Pre-populate with sample data if possible - Celebrate completion (dopamine hit matters) **Stage 3: Core Setup (Days 1-3)** - Integrations, team invites, data import - Progress bar showing completion % - Automated nudges for incomplete steps (email + in-app) **Stage 4: Habit Formation (Days 3-14)** - Daily/weekly triggers tied to their workflow - Show value metrics ("You saved 3.2 hours this week") - Introduce advanced features gradually **Stage 5: Expansion (Days 14-30)** - Cross-sell / upsell based on usage patterns - Team expansion prompts - Success milestone celebration + case study request ### 3. Onboarding Automation Map | Task | Automate? | Agent Capability | |------|-----------|-----------------| | Welcome email sequence | Yes — fully | Personalized based on company size, industry, role | | Account setup checklist | Yes — fully | Track completion, send reminders | | Integration assistance | Partial | Agent handles common integrations, escalate edge cases | | Data migration | Partial | Agent runs migration scripts, human validates | | Training / walkthrough | Yes — fully | Interactive agent-guided tours | | Check-in calls | Partial | Agent schedules, human conducts for enterprise | | Health score monitoring | Yes — fully | Daily scoring, alert on drops | ### 4. Churn Risk Signals (First 30 Days) Flag immediately if: - [ ] No login within 48 hours of signup - [ ] Setup incomplete after 5 days - [ ] Zero core actions in first 7 days - [ ] Support ticket within first 24 hours (bad UX signal) - [ ] Team invite sent but not accepted after 3 days - [ ] Usage declining week-over-week in first month - [ ] NPS response below 6 ### 5. Onboarding Cost Framework | Company Stage | Monthly New Users | Onboarding Cost/User | Automation Target | |--------------|-------------------|---------------------|-------------------| | Early (0-100 users) | 10-30 | $150-$300 (high-touch) | 40% automated | | Growth (100-1K) | 50-200 | $50-$150 (guided) | 70% automated | | Scale (1K-10K) | 200-2K | $15-$50 (self-serve + agent) | 90% automated | | Enterprise (10K+) | 1K+ | $5-$20 (fully automated) | 95% automated | ### 6. Email Sequence Template **Day 0:** Welcome + quick win CTA **Day 1:** "Did you try [core feature]?" + 1-click deep link **Day 3:** Setup completion reminder (if incomplete) **Day 5:** Value proof ("Companies like yours saved $X") **Day 7:** Feature spotlight (based on usage) **Day 14:** NPS survey + expansion offer **Day 21:** Case study request (if active) OR re-engagement (if inactive) **Day 30:** Renewal/upgrade prompt + ROI summary ### 7. Industry Adjustments | Industry | Key Onboarding Challenge | Recommended Focus | |----------|------------------------|-------------------| | SaaS | Feature overload | Single quick win, progressive disclosure | | Fintech | Compliance requirements | KYC/AML flow optimization, parallel processing | | Healthcare | Integration complexity | Pre-built EHR connectors, dedicated migration support | | Legal | Data sensitivity | Security walkthrough first, then value demo | | E-commerce | Time pressure | Same-day value delivery, pre-configured templates | | Construction | Low tech literacy | Mobile-first, video tutorials, phone support option | | Real Estate | Seasonal urgency | Fast setup for listing season, batch import | | Recruitment | Data migration volume | Bulk candidate import, ATS integration priority | | Manufacturing | Multi-stakeholder | Role-based onboarding paths, champion enablement | | Professional Services | Customization needs | Template library, white-label setup | ## Output Format Deliver results as: 1. Onboarding Health Score (current state) 2. Stage-by-stage gap analysis 3. Top 3 quick fixes (implement this week) 4. 30-day optimization roadmap 5. Automation opportunities with ROI estimates ## Resources - [AI Revenue Leak Calculator](https://afrexai-cto.github.io/ai-revenue-calculator/) — Find where onboarding waste hides - [Industry Context Packs](https://afrexai-cto.github.io/context-packs/) — $47 each, 10 industries - [Agent Setup Wizard](https://afrexai-cto.github.io/agent-setup/) — Deploy your onboarding agent in 5 minutes - Bundles: Pick 3 ($97) | All 10 ($197) | Everything ($247)


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