Customer Onboarding Playbook

ONBOARDING STRUCTURE

Onboarding Program Framework

ONBOARDING PROGRAM DESIGN

PROGRAM DURATION: _____ days
SUCCESS METRIC: Time to first value

PHASE 1: KICKOFF (Day 1-7)
☐ Kickoff meeting
☐ Goals alignment
☐ Success criteria defined
☐ Training scheduled
☐ Technical setup started

PHASE 2: IMPLEMENTATION (Day 8-21)
☐ Technical configuration
☐ Data migration
☐ Integration setup
☐ Admin training
☐ User provisioning

PHASE 3: ENABLEMENT (Day 22-35)
☐ End-user training
☐ Workflow setup
☐ Process configuration
☐ Initial use cases live

PHASE 4: ADOPTION (Day 36-60)
☐ Usage monitoring
☐ Optimization support
☐ Best practice sharing
☐ Value confirmation
☐ Handoff to CSM

Kickoff Meeting Agenda

KICKOFF MEETING TEMPLATE (60 min)

INTRODUCTIONS (5 min):
☐ Team introductions
☐ Role overview

GOALS & SUCCESS CRITERIA (15 min):
☐ Review business objectives
☐ Define success metrics
☐ Set target timeline

PROJECT PLAN REVIEW (15 min):
☐ Walk through phases
☐ Key milestones
☐ Dependencies

TECHNICAL OVERVIEW (10 min):
☐ Technical requirements
☐ Integration needs
☐ Data considerations

NEXT STEPS (10 min):
☐ Immediate actions
☐ Meeting cadence
☐ Communication plan

QUESTIONS (5 min):
☐ Open Q&A

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MILESTONE TRACKING

Onboarding Milestone Checklist

Milestone	Day	Owner	Status	Notes
Kickoff complete	1	CSM
Admin trained	7	CSM
Technical setup done	14	Impl
First users active	21	CSM
First value realized	30	CSM
Onboarding complete	60	CSM

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