Onboarding works for SMB, fails for Enterprise

Ситуация: SMB activation 70%, Enterprise — 30%. Самый onboarding flow одинаковый. Enterprise sales просит redo.

B2B SaaS. SMB self-serve, Enterprise = sales-led + CSM. Onboarding: 5-step product tour.

Доступные данные

• accounts: id, segment, signup_at
• onboarding_steps: account_id, step_idx, completed_at
• csm_actions: account_id, type, ts

Задачи

• Decomposition: SMB vs Enterprise per step.
• Find dropoff points specific to Enterprise.
• Root cause: product issue / process / expectations.
• Redesign proposal.

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