Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behaviour change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible.
In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success. With a set of documented standard steps, you'll be able to streamline and unify your onboarding process into a proactive game plan.