Customer-Led

Customer-Led is useful when SaaS onboarding begins with a promise customers do not recognize or value. Its research connects messaging, adoption and retention, providing a foundation rather than automatically supplying a complete post-signup implementation.

Gia Laudi is Customer-Led’s chief strategist and a co-author of Forget The Funnel. The team page says she leads engagements personally and describes the consultancy’s work on onboarding and retention strategy informed by customer research.

Customer-Led’s sprints begin with customer understanding, map the sources of value in the experience, and prioritize growth opportunities. This makes Laudi a useful choice when the onboarding problem spans positioning, product messaging, and the customer’s expectations after signup.

Consider this approach if marketing promises one outcome while the product introduces a different set of features. The hiring conversation should establish which customer group matters most and how research will translate into the actual journey. Laudi works with a consultancy team, so specify the research, messaging, and design deliverables your organization needs, along with ownership of implementation.

Its contact page describes a team distributed across Canada, the US and Europe, with a Canadian mailing address. Discuss which senior team members will join your engagement.