Onboard a new customer: the first 30 days
Process map by Brian. 17 steps, 2 layers. Tags: business, customer success.
- Customer success: Welcome call and kickoff booked
- Customer success: Review what was promised in the sale
- The customer: Kickoff: goals, owners and success measures
- Implementation team: Set up accounts and integrations
- Implementation team: Does everything pass the checklist?
- Customer success: Train the customer's team
- The customer: Using it for real work?
- Customer success: First value achieved: document and celebrate it
- Customer success: 30-day health check
- Customer success: Hand off to ongoing service
- Customer success: Find out why: more training, a missing feature or no time
- Implementation team: Fix the gaps and retest