Customer Onboarding Process Playbook

This detailed playbook provides customer success teams, account managers, and onboarding managers with a structured framework for managing customer onboarding processes within an organisation.
It includes:
– Step-by-Step Process Flow: Outlines essential subprocesses such as Initial Contact and Welcome, Product Introduction, Ongoing Support and Training, and Evaluation and Optimisation, with clear actions, decision points, and feedback mechanisms to ensure customers transition smoothly from purchase to active use of the product or service.
– RACI Framework: Clearly defines roles and responsibilities for each task in the onboarding process, ensuring that onboarding managers, customer success managers, IT support, and account managers are accountable and engaged at every stage, promoting a consistent and customer-centric onboarding experience.