# Onboard a new customer: the first 30 days

> A process map exported from forks.world (https://forks.world). Author: Brian. Source: https://forks.world/p/cmv0ie9m0003gjw06n4e7s0hw
> It describes who does what, in what order, and with which technology. Read the plain-language sections first; the JSON at the end is the exact, complete data.

## Summary

- 17 steps across 2 layers
- Persona: Customer success, The customer, Implementation team
- Technology / systems: CRM

## Pain points

Where this process hurts, worst first:

- **Find out why: more training, a missing feature or no time** (Onboard a new customer: the first 30 days; critical): Customers who never really start are the ones who leave

## How to read this file

- A process is made of **layers**. The main layer is the top level; any step of kind `subprocess` opens a detail layer with its own lanes and steps.
- **Lanes** are either persona (people/roles) or technology (systems). Each step belongs to one lane; `using` lists tools a person uses for that step.
- Step kinds: `start`, `task`, `decision` (its arrows carry the answer as a label), `subprocess`, `end`.

## Onboard a new customer: the first 30 days

Lanes:
- Customer success: person / role (id `csm`)
- The customer: person / role (id `cust`)
- Implementation team: person / role (id `impl`)
- CRM: technology / system (id `crm`)

Steps, in the order they run:

1. **Welcome call and kickoff booked** [start; Customer success; id `o1`]
   - then Review what was promised in the sale
2. **Review what was promised in the sale** [task; Customer success; id `o2`], using CRM
   - then Kickoff: goals, owners and success measures
3. **Kickoff: goals, owners and success measures** [subprocess; The customer; id `o3`], opens the detail layer "The kickoff meeting"
   - then Set up accounts and integrations
4. **Set up accounts and integrations** [task; Implementation team; id `o4`]
   - then Does everything pass the checklist?
5. **Does everything pass the checklist?** [decision; Implementation team; id `o5`]
   - if "Yes" go to Train the customer's team; if "No" go to Fix the gaps and retest
6. **Train the customer's team** [task; Customer success; id `o6`]
   - then Using it for real work?
7. **Using it for real work?** [decision; The customer; id `o7`]
   - if "Yes" go to First value achieved: document and celebrate it; if "No" go to Find out why: more training, a missing feature or no time
8. **First value achieved: document and celebrate it** [task; Customer success; id `o8`]
   - then 30-day health check
9. **30-day health check** [task; Customer success; id `o9`]
   - then Hand off to ongoing service
10. **Hand off to ongoing service** [end; Customer success; id `o10`]
11. **Find out why: more training, a missing feature or no time** [task; Customer success; id `o7a`] ⚠ PAIN POINT (critical): Customers who never really start are the ones who leave
   - then Using it for real work?
12. **Fix the gaps and retest** [task; Implementation team; id `o5a`]
   - then Does everything pass the checklist?

```mermaid
flowchart LR
  subgraph l_csm["Customer success"]
    n_o1(["Welcome call and kickoff booked"])
    n_o2["Review what was promised in the sale"]
    n_o6["Train the customer's team"]
    n_o7a["Find out why: more training, a missing feature or no time"]
    n_o8["First value achieved: document and celebrate it"]
    n_o9["30-day health check"]
    n_o10(["Hand off to ongoing service"])
  end
  subgraph l_cust["The customer"]
    n_o3[["Kickoff: goals, owners and success measures"]]
    n_o7{"Using it for real work?"}
  end
  subgraph l_impl["Implementation team"]
    n_o4["Set up accounts and integrations"]
    n_o5{"Does everything pass the checklist?"}
    n_o5a["Fix the gaps and retest"]
  end
  n_o1 --> n_o2
  n_o2 --> n_o3
  n_o3 --> n_o4
  n_o4 --> n_o5
  n_o5 -->|"Yes"| n_o6
  n_o5 -->|"No"| n_o5a
  n_o5a --> n_o5
  n_o6 --> n_o7
  n_o7 -->|"Yes"| n_o8
  n_o7 -->|"No"| n_o7a
  n_o7a --> n_o7
  n_o8 --> n_o9
  n_o9 --> n_o10
```

### The kickoff meeting (detail of step "Kickoff: goals, owners and success measures")

Lanes:
- Customer success: person / role (id `csm`)
- The customer: person / role (id `cust`)

Steps, in the order they run:

1. **Introduce everyone and their roles** [start; Customer success; id `k1`]
   - then States the top 3 goals
2. **States the top 3 goals** [task; The customer; id `k2`]
   - then Are the goals measurable?
3. **Are the goals measurable?** [decision; Customer success; id `k3`]
   - if "Yes" go to Agree the plan and the milestones; if "No" go to Turn "better" into numbers and dates
4. **Agree the plan and the milestones** [end; Customer success; id `k4`]
5. **Turn "better" into numbers and dates** [task; Customer success; id `k3a`]
   - then Are the goals measurable?

```mermaid
flowchart LR
  subgraph l_csm["Customer success"]
    n_k1(["Introduce everyone and their roles"])
    n_k3{"Are the goals measurable?"}
    n_k3a["Turn 'better' into numbers and dates"]
    n_k4(["Agree the plan and the milestones"])
  end
  subgraph l_cust["The customer"]
    n_k2["States the top 3 goals"]
  end
  n_k1 --> n_k2
  n_k2 --> n_k3
  n_k3 -->|"Yes"| n_k4
  n_k3 -->|"No"| n_k3a
  n_k3a --> n_k3
```

## Full data (JSON)

```json
{
  "title": "Onboard a new customer: the first 30 days",
  "maps": {
    "m_root": {
      "id": "m_root",
      "lanes": [
        {
          "id": "csm",
          "name": "Customer success",
          "type": "person"
        },
        {
          "id": "cust",
          "name": "The customer",
          "type": "person"
        },
        {
          "id": "impl",
          "name": "Implementation team",
          "type": "person"
        },
        {
          "id": "crm",
          "name": "CRM",
          "type": "system"
        }
      ],
      "steps": [
        {
          "id": "o1",
          "kind": "start",
          "lane": "csm",
          "next": [
            {
              "to": "o2"
            }
          ],
          "uses": [],
          "label": "Welcome call and kickoff booked"
        },
        {
          "id": "o2",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "o3"
            }
          ],
          "uses": [
            "crm"
          ],
          "label": "Review what was promised in the sale"
        },
        {
          "id": "o3",
          "kind": "subprocess",
          "lane": "cust",
          "next": [
            {
              "to": "o4"
            }
          ],
          "uses": [],
          "child": "m_kickoff",
          "label": "Kickoff: goals, owners and success measures"
        },
        {
          "id": "o4",
          "kind": "task",
          "lane": "impl",
          "next": [
            {
              "to": "o5"
            }
          ],
          "uses": [],
          "label": "Set up accounts and integrations"
        },
        {
          "id": "o5",
          "kind": "decision",
          "lane": "impl",
          "next": [
            {
              "to": "o6",
              "label": "Yes"
            },
            {
              "to": "o5a",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Does everything pass the checklist?"
        },
        {
          "id": "o5a",
          "kind": "task",
          "lane": "impl",
          "next": [
            {
              "to": "o5"
            }
          ],
          "uses": [],
          "label": "Fix the gaps and retest"
        },
        {
          "id": "o6",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "o7"
            }
          ],
          "uses": [],
          "label": "Train the customer's team"
        },
        {
          "id": "o7",
          "kind": "decision",
          "lane": "cust",
          "next": [
            {
              "to": "o8",
              "label": "Yes"
            },
            {
              "to": "o7a",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Using it for real work?"
        },
        {
          "id": "o7a",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "o7"
            }
          ],
          "pain": {
            "note": "Customers who never really start are the ones who leave",
            "level": 3
          },
          "uses": [],
          "label": "Find out why: more training, a missing feature or no time"
        },
        {
          "id": "o8",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "o9"
            }
          ],
          "uses": [],
          "label": "First value achieved: document and celebrate it"
        },
        {
          "id": "o9",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "o10"
            }
          ],
          "uses": [],
          "label": "30-day health check"
        },
        {
          "id": "o10",
          "kind": "end",
          "lane": "csm",
          "next": [],
          "uses": [],
          "label": "Hand off to ongoing service"
        }
      ],
      "title": "Onboard a new customer: the first 30 days",
      "parent": null
    },
    "m_kickoff": {
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      "lanes": [
        {
          "id": "csm",
          "name": "Customer success",
          "type": "person"
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        {
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          "name": "The customer",
          "type": "person"
        }
      ],
      "steps": [
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          "kind": "start",
          "lane": "csm",
          "next": [
            {
              "to": "k2"
            }
          ],
          "uses": [],
          "label": "Introduce everyone and their roles"
        },
        {
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          "kind": "task",
          "lane": "cust",
          "next": [
            {
              "to": "k3"
            }
          ],
          "uses": [],
          "label": "States the top 3 goals"
        },
        {
          "id": "k3",
          "kind": "decision",
          "lane": "csm",
          "next": [
            {
              "to": "k4",
              "label": "Yes"
            },
            {
              "to": "k3a",
              "label": "No"
            }
          ],
          "uses": [],
          "label": "Are the goals measurable?"
        },
        {
          "id": "k3a",
          "kind": "task",
          "lane": "csm",
          "next": [
            {
              "to": "k3"
            }
          ],
          "uses": [],
          "label": "Turn \"better\" into numbers and dates"
        },
        {
          "id": "k4",
          "kind": "end",
          "lane": "csm",
          "next": [],
          "uses": [],
          "label": "Agree the plan and the milestones"
        }
      ],
      "title": "The kickoff meeting",
      "parent": {
        "map": "m_root",
        "step": "o3"
      }
    }
  }
}
```