Customer Onboarding Framework

Onboarding Goal Key Value Moments

Onboarding Goal 1 (Use Case #Enter use case here.. Value Delivered 1
Value Delivered 2
Onboarding Goal 2 (Use Case #Enter use case here.. Value Delivered 3
Value Delivered 4
Onboarding Goal 3 (Use Case #Enter use case here.. Value Delivered 5
Enter Value delivered here..
Enter Value delivered here..
Enter Value delivered here..

Team

Onboarding time X days

Customer Onboarding Journey: Onboarding Playbook (Use Case #1)

Path to Value
Onboarding Steps Timeline Success managers tasks Customer tasks Product Adoption Value (Health) Resources
(Playbook) (Milestones)
Enter product adoption Enter key value delivery
Step 1 Day 1 Enter success manager tasks here.. Enter customer tasks here.. milestones.. here.. Enter any resources here

Step 2 Day 2
Step 3 Day 3
Step 4 Day 4
Step 5 Day 5
Step 6 ..
Step 7 ..
Step 8 ..
Step 9 ..
Step 10 ..
 Customer Onboarding Journey: Onboarding Playbook (Use Case #2)
Path to Value
Success managers tasks Product Adoption
Onboarding Steps Timeline (Playbook) Customer tasks (Milestones) Value (Health) Resources

Step 1 Day 1 Enter success manager tasks here.. Enter customer tasks here.. Enter product adoption milestones.Enter key value delivery here.. Enter any resources here

Step 2 Day 2
Step 3 Day 3
Step 4 Day 4
Step 5 Day 5
Step 6 ..
Step 7 ..
Step 8 ..
Step 9 ..
Step 10 ..

Customer Onboarding Journey: Onboarding Playbook (Use Case #3)

Path to Value
Onboarding Steps Timeline Success managers tasks Customer tasks Product Adoption Value (Health) Resources
(Playbook) (Milestones)
Step 1 Day 1 Enter success manager tasks here.. Enter customer tasks here.. Enter product adoption milestones.Enter key value delivery here.. Enter any resources here

Step 2 Day 2
Step 3 Day 3
Step 4 Day 4
Step 5 Day 5
Step 6 ..
Step 7 ..
Step 8 ..
Step 9 ..
Step 10 ..
 Customer Onboarding Framework
This is a example of using this framework build for CRM onboarding.
Onboarding Goal 1 (Use Case Onboarding Goal Key Value Moments
#1) Forecast: Get better forecast Value Delivered 1 User is able to see Monthly, Quarterly Forecast
Onboarding Goal 2 (Use Case and reporting. Value Delivered 2 User is sharing/downloading Dashboards/Reports
#2) Value Delivered 3 Leads are assigned to reps and notification is sent out in real time.
Onboarding Goal 3 (Use Case Response time: Better Lead response time Value Delivered 4 Rep has updated the lead status.
#3) Distributed: Enable distributed sales team. Value Delivered 5 All sales reps are using the platform.

Team Customer Success Managers, Sales Reps

Onboarding time 30 days

Onboarding Playbook (Use Case #1): Forecast

Success managers tasks Product Adoption
Onboarding Steps Timeline (Playbook) Customer tasks (Milestones) Value (Health) Resources
Step 1 Day 1 Setup CRM instance
Step 2 Day 1 Share
Check access withpipeline
if current the customer
data is Logged In Excel Upload
Step 3 Day 2 available in excel format Share Pipeline (excel template
Step 4 Day 5 Upload current pipeline data format) How to Upload
Step 5 Day 5 from Excel to CRM Upload completed (Video)
Step 6 Day 10 Setup Forecast
Walk the users Reports
through the Forecast report setup
Step 7 Day 12 report Attend the session Forecast report viewed Forecast Viewed
Step 8 Day 15 Forecast report Shared Forecast Shared
Step 9 Day 20 Feedback

Onboarding Playbook (Use Case #2): Response time

Onboarding Steps Timeline Success managers tasks Customer tasks Product Adoption Value (Health) Resources
(Playbook) (Milestones)
Step 1 Day 1 Create an instance
Step 2 Day 1 Share Access Logged in Getting Started
Step 3 Day 2 Integrate lead form to website Incoming new leads Video
Share Assignment
Step 4 Day 3 Setup assignment rules Leads Assigned Rules best practice
Step 5 Day 5 Setup notifications Reps Notified
Step 6 Day 7 Sales process training Attend training
Step 7 Day 9 Validate lead status movement Leads updated Better response time
Step 8 Day 10 Feedback

Onboarding Playbook (Use Case #3): Distributed team

Success managers tasks Product Adoption
Onboarding Steps Timeline (Playbook) Customer tasks (Milestones) Value (Health) Resources
Step 1 Day 1 Create an instance
Step 2 Day 1 Share
Share Access
profile and role setup Profile and Role
Step 3 Day 2 considerations document
Step 4 Day 5 Setup role and profiles
Step 5 Day 6 Invite team Invitation sent Bulk invite doc
Step 6 Day 8 Sales process training Attend training All sales reps are using
Step 7 Day 10 Check if team is active Active team the platform.
Feedback