Download This case study exercise focuses on assessing a new customer onboarding engagement and determining the appropriate onboarding strategy. Learners analyze a detailed scenario involving a complex software implementation and use structured tools to evaluate onboarding complexity, document onboarding requirements, identify potential risks, and propose practical next steps for ensuring successful customer adoption. Covers: [...]
Download This section focuses on defining and documenting the customer’s success criteria. It explains how Customer Success Managers work with stakeholders to clarify what successful outcome attainment will look like and how it will be measured. The workbook discusses how clearly defined success criteria help guide the engagement, ensure alignment between customer and supplier, [...]
Download This section introduces Phase 3 of the Practical CSM Framework, Success Planning. It explains how Customer Success Managers work with stakeholders to define the customer’s desired outcomes and the measurements that will be used to determine whether those outcomes have been achieved. The workbook highlights the importance of establishing clear success criteria to [...]
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
A detailed overview of the information the CSM and customer need to research in order to prepare for generic onboarding. Information for Generic Onboarding