Download This template is designed to help Customer Success professionals identify, assess, and plan engagement with key stakeholders involved in a customer initiative. It provides a structured framework for mapping stakeholders based on their authority and level of interest, enabling teams to determine appropriate engagement strategies and manage relationships effectively throughout the lifecycle of [...]
Download This template provides a RACI responsibility matrix used to define roles and accountability for activities within a customer initiative. It maps key tasks across the initiative lifecycle to executive and functional stakeholders, identifying who is responsible for performing the work, who is accountable for outcomes, who must be consulted for input, and who [...]
Download This template provides a structured framework for planning and managing a Customer Success engagement across the full lifecycle of a customer initiative. It captures high level strategy information including customer context, initiative goals, expected outcomes, and key milestones, and then breaks the engagement into multiple phases with worksheets for planning activities, timelines, completion [...]
Download This template provides a structured checklist for researching and documenting key information about a customer, the proposed solution, and the initiative being supported. It organizes research across multiple worksheets covering customer details, solution components, initiative objectives, stakeholders, and engagement status to help Customer Success teams prepare for and manage complex customer engagements. Covers: [...]
Download This resource provides an onboarding activity checklist template used to plan, track, and evaluate the individual tasks required to complete a customer onboarding initiative. The template helps Customer Success teams break onboarding into specific activities, document the expected outputs of each task, define the customer and company outcomes the activity supports, and track [...]
Download This resource provides an onboarding project plan template used to structure and manage the activities required to deliver a customer onboarding initiative. The template helps Customer Success teams document the objectives of the onboarding program, identify the stakeholders involved, define impacted user groups, and outline how progress will be measured and reported. It [...]
Download This resource provides an onboarding requirements questionnaire template used to collect and organize the information needed to plan a successful customer onboarding initiative. The template helps Customer Success teams document key customer details, identify the products and services involved, capture onboarding milestones, and define the communication, training, certification, and support needs of each [...]
Download This resource provides an onboarding scoring matrix used to quickly estimate the likely complexity of a customer onboarding initiative. The tool allows Customer Success teams to score key factors such as solution complexity, required customization, adoption needs, and customer maturity. The combined score produces a simple indicator of onboarding complexity, helping teams determine [...]
A discussion on best practices for managing the onboarding process, followed by some advice for how to develop the right onboarding services for your company. Managing the Onboarding Process Developing the Right Onboarding Services
A detailed overview of the information the CSM and customer need to research in order to prepare for customized onboarding. Information for Customized Onboarding