👋🏻 Welcome to the Arrows.to implementation template!

NOTE: You can delete this first page before using the plan, but we thought we’d give you a little context...

Your main goal is to get your customers up and running successfully with your product, right?

All companies will accomplish this goal in a different way, and if you’re doing it in a high-touch manner (person-to-
person conversations, guidance, etc.) there’s all sorts of terms you’ll come across for how to approach this process:
➔ Implementation
➔ Enablement
➔ Onboarding
➔ Success Planning

These are all different approaches to the same goal of getting a customer to value within your product. We’d break
all of these approaches into two key components:

1. Understanding and aligning with a customer on what they’re trying to do

2. Getting them there

So our template has two main components:

1. the Success Plan Template and
2. the Implementation Template

The Success Plan Template gets you on the same page as the customer, and gets mutual buy-in from them.

The Implementation Template is the nuts and bolts steps that need to happen for a customer to be up and running.

Maybe you need one, maybe you need both, but nailing these two halves of the whole will make your customers
happy, and keep your business moving forward.

👀 How To Use This Template

1. Read the document and the comments.
The comments will be lost when you make a copy.
2. Go to File > “Make a copy” to duplicate
this template to your account.
3. Edit the template to fit your team’s needs
and make a copy for each of your customers.

📬 Email dz@arrows.to if you need any help!

Or go to Arrows.to if you want to upgrade your onboarding.
 🎉
[Customer Name] Success Plan
Prepared by [Your Name] at [Your Company Name]

Welcome to your Success Plan! [Add the welcome description here…]

NOTE: About the intro...

It helps to set the tone for your customer here at the top of the success plan. Add any
information or context they'll need here.

Primary Contacts
These are the points of contact for making sure this plan goes smoothly.

Your Company Name Customer Name

Johnny Appleseed Jane Appleseed

Customer Success Manager Project Manager
johnny@acme.co jane@example.com

Johnny will [list what they’re in charge of doing]…

Jane will [list what they’re in charge of doing]...

NOTE: List out everybody’s responsibilities...

Brief descriptions of what role each person will play in the customer relationship is important to add. If
there’s more than two people involved, don’t hesitate to list them all! Who is responsible for driving portions
of a successful onboarding and customer lifecycle?

Goals & Outcomes

Here we’ll lay out your goals so we know how to measure a successful onboarding process.

Goal Outcome (specific & measurable)

“We want to automate tasks” Grow the average number of accounts an account manager
owns from 15 to 25 without reducing time to value.

NOTE: Goals NOTE: Outcomes

Use this section to briefly describe why the customer
has purchased your product/services. Is there any
history or context that would be useful to take note
of? Pretend someone who knows nothing about this
customer relationship had to take over—what
should they know?
Outcomes capture the impact your product/service is trying to make.
When it comes time to renew, how will the customer know that they’ve
gotten the value they were looking for? This will allow you to reach
mutual buy-in on good outcomes to shoot for, and will help you have a
reference point for future business reviews.
 📆
Implementation Timeline
Here we will have a timeline of tasks which need to be completed to get you onboarded!

Task Status Due date Assigned to

Schedule kick-off call ✅ January 15th Johnny Appleseed

Import existing data ✅ January 20th Jane Appleseed

Schedule training call

NOTE: Timeline & Tasks

This section provides an opportunity to set expectations
around when certain things will happen. Perhaps it’s a
certain step in an implementation, dates for QBRs, a
rough timeline for an onboarding, etc.