Onboarding - is never complete, its a phase - is deemed complete when first value is reached

1. Key Elements of successful onboarding 1. A robust handoff from the sales to onboarding team 2. A customer journey that is well understood internally and can be shared with the customer 3. Customer playbook specific to the customer profile and need 4. Clear metrics to track progress 5. A reliable process to communicate progress and demonstrate value achieved to the customer

2. Mistakes to avoid 1. Not having handoffs 2. Having too many cooks in the kitchen 3. Not understanding/adapting to customer definition of success 4. Driving towards your definition of success 5. Not having a well-defined playbook 6. Not having KPI to demonstrate progress towards success 7. Failing to generate shared accountability mindset with a customer 8. Failing to 'bed in' new habits

3. Why Onboarding goes wrong 1. Shift in ownership of customer 2. Disparate tech team 3. Change in communication cadence 4. Buyer's remorse

4. Key GOALS of Onboarding 1. Understand customer needs 2. Agree on a common definition of success 3. Educate and motivate end-users 4. Managing change 5. Reinforce value promise

5. Designing your onboarding playbook 1. Knowledge transfer 2. Expectation setting 3. Discovery/validation of objective 4. Agreement of success definition 5.Metric /KPI Agreement 6. Account configuration/setup 7. User Training/Education 8. Rollout/ Go-Live 9. Change Management (Task should become HABIT) 10. Project wrap-up & feedback