"Within my last role, we rolled out an investment analytics product that was complex in nature. All of the research and analysis we conducted before we launched indicated that there was a need in our target market for this type of service; however, one thing we didn't account for properly was the type of onboarding and education that would be necessary so customers would know how to use this new service. We had spent lots of time on preparing the marketing and sales language and materials, but we hadn't spent much time thinking through the best onboarding experience for clients. Needless to say, a few months down the road after a few customers started inquiring about ending the service, we investigated what the issue was and discovered that we need to overhaul the entire onboarding/education process. After we did this, retention rates recovered, but it was a valuable lesson to me that it's not only about closing the sale but also ensuring that we properly teach the customer how to use the product so they understand how to get value from it."