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Tip: Increase retention by segmenting users and onboarding them accordingly

If your product has lots of features, new users can easily get overwhelmed and churn. Improve your retention by segmenting users and onboarding them differently according to their needs.

Different users will have different goals with your product, and your onboarding should reflect that. Instead of starting every new user in the same place, your retention may benefit from putting them right where they need to be. When a person is signing up, ask them what they plan to do with your product. Hubspot does this by asking each user about their role (sales, marketing, etc.). But asking a question adds friction, so you can also segment them according to the landing page or email campaign that they came from. Then, set up an onboarding experience tailored to each segment. For example, navigate them to the most relevant page. And present the most relevant information from tutorials, FAQs, and other resources.

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