#23: From metrics to onboarding videos

In this edition of #NewThingsInCustomerEducation, we talk about what metrics one should track to ensure customer success and how you should go about making onboarding videos

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Best Reads of the week

⌗1. Suzan Calcali, UserGuiding, shares 10 metrics and KPIs to track in 2021. (Source: UserGuiding Blog)

What is it about: The article mentions 10 metrics: Churn, MRR, ARPU, Net Dollar Retention, NPS, conversion rate, health score, lifetime value, retention cost and feedback.

How to measure them and why these are important.

What we learned : Trying to find the underlying issues behind increased churn rates and loss of customers can be challenging. However, when systematically evaluated, these metrics bring out the strengths and weaknesses of your company, product, or service.

Our thoughts: The single most important metric to focus on is Churn. Everything else is secondary.


Because as much as the gurus out there would like you to believe, you can’t performcae market you way out. To build a winning SaaS, customers need to stick.

And for customers to stick, they need to win.

Best Listens of the week

⌗1. I went on CS Insider with Brandon Cestrone to share how a SaaS can transform their CEd program with onboarding videos (Source: Tech Talk)

What is it about: I talk about why I started Content Beta and take you step by step on how we create onboarding videos internally. The three steps of scripting, storyboarding and video editing we go through and how you can steal those for yourself xD

Now since this is me talking I can’t add much of “What we learned” or “Our thoughts” but do give it a listen and tell me if that helped.

Hope you enjoyed reading this edition of #NewThingsInCustomerEducation

Until next time,


Content Beta