Onboarding
Deliver initial value quickly after contract so the customer relationship starts strong.
Key takeaways
- A signed contract is not success; onboarding is where revenue becomes customer value once the first meaningful outcome is reached.
- Use a 30-day frame: handoff (Day 0-3), kickoff (Day 4-10), setup and enablement (Day 11-20), and first measured value (Day 21-30).
- Make the sales-to-CS handoff carry why the customer bought, the promised success metric, the implementation owner, and risks raised in sales.
- Read onboarding health from signals like kickoff completion, admin setup, core action completed, stakeholder attendance, and support volume.
Onboarding is where revenue becomes customer value. A signed contract is not success until the customer reaches the first meaningful outcome.
30-Day Onboarding Frame
| Period | Focus | Output |
|---|---|---|
| Day 0-3 | Handoff | Sales notes, success criteria, stakeholders |
| Day 4-10 | Kickoff | Goals, timeline, roles, risks |
| Day 11-20 | Setup and enablement | Configuration, training, first workflow |
| Day 21-30 | First value | Core use case completed and measured |
Handoff Requirements
- Why the customer bought.
- Who owns implementation.
- What success metric was promised.
- What risks or objections appeared in sales.
- What must happen before renewal or expansion.
Onboarding Health
| Signal | Meaning |
|---|---|
| Kickoff completed | Relationship is active |
| Admin setup complete | Operational access exists |
| Core action completed | Value path has started |
| Stakeholder attendance | Executive alignment is present |
| Support volume | Complexity or expectation mismatch |