Optimizing Customer Onboarding at Sprout Social

When it comes to optimizing the customer experience, today's guest is a pro. Shareil Nariman is Sprout Social’s program manager for customer onboarding and life cycle. Sprout Social is a software that helps organizations of all sizes become better marketers and create the world’s most beloved brands. In this episode, Shareil shared how the onboarding process at Sprout Social has evolved, what their onboarding experience looks like now, and his advice to marketers who want to improve their onboarding experience.

Show Notes

[00:41] What Sprout Social is

[02:01] What the onboarding was like before they improved it

[03:58] First few things they focused on when they improved the onboarding process

[07:38] What a successful onboarding looks like

[09:06] How they defined value for customer onboarding

[11:36] What their onboarding experience looks like now

[13:14] The evolution of their onboarding process

[14:43] What their webinar looks like

[16:17] Some of the things he optimized in the program

[18:23] What qualifies a customer to be reached out to for those one-on-one calls

[19:54] The mechanics of their onboarding guild 

[21:15] Things he wished he knew about customer onboarding

[23:04 His advice for marketers who are looking to improve their customer onboarding

[24:34] Where people can find out more about him and Sprout Social

About Shareil Nariman

Shareil Nariman is Sprout Social’s program manager for customer onboading and customer lifecycle. He has spent the last 9 years exploring the customer experience to set people up for long-term success. He has also built programs, hired and managed teams, and worked closely with product organizations and marketing to ensure the customer experience is positive and consistent all throughout.


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About The Product-Led Podcast Hosts

Wes Bush

Wes Bush is the author of the bestselling book on Product-Led Growth. 

He’s the founder of the Product-Led Institute and host of the popular Product-Led Summit.

Bush is best known for challenging the way SaaS leaders approach growth and has been featured in over 100 media outlets, including Forbes, MarketingLand, and Openview.
Ramli John

Ramli John is a product-led consultant and educator with Product-Led Institute. 

He's the founder and host of the Growth Marketing Today podcast, where he's interviewed marketing experts like Rand Fishkin, April Dunford, Hiten Shah, and more.

Ramli works with SaaS companies to optimize their user onboarding flow and retention rates.

Wes Bush
Wes Bush
Wes Bush is the bestselling author of Product-Led Growth. He’s a renowned Product-Led Growth pioneer and has challenged an entire industry to find a better way to approach SaaS growth.