Onboarding Outline

As a customer success leader, one of our most critical tasks is ensuring our customers are equipped to succeed with our product. A pivotal step in this journey is the onboarding process, where we lay the foundation for our customers' experience.

The onboarding process is much more than an orientation; it's the first step towards achieving success outcomes. How do we guide our customers through this journey? The answer lies in creating a comprehensive onboarding checklist.

A well-crafted onboarding checklist is a roadmap that directs customers towards their success outcomes. It includes every task that customers need to complete within our product to achieve their goals. It's important not to skimp on the details here; the more granular we can get, the better.

The first step in building this checklist is to identify the outcomes we want to create.

• What are the outcomes you want to create a task list for?

• How do outcomes potentially overlap?

• What are the phases of getting there?

Each outcome will have a unique set of tasks associated with it.

Next, we need to consider how these outcomes potentially overlap. Are there tasks that contribute to more than one outcome? Identifying these areas of overlap can help us streamline our onboarding process and avoid redundancy.

The final step in the process is to map out the phases of achieving these outcomes. These could include planning, configuration, and usage, among others. Each phase represents a different stage in the customer's journey, and each will have its own set of tasks.

Creating a comprehensive onboarding checklist is crucial for guiding our customers towards their success outcomes. It is a living document that should evolve as our product and customers do. Remember, our goal is to empower customers to succeed, and a well-crafted onboarding checklist is an invaluable tool in this endeavor.