Critical First 90 Days
First 90 days determine if customers succeed and stay long term. Excellent onboarding drives retention.
Onboarding Timeline
Week 1: Welcome and setup. Week 2-3: Training and configuration. Week 4-8: Support and optimization. Week 9-12: Success metrics review.
Dedicated Onboarding Manager
Assign someone responsible for each customer's onboarding. Personal touch builds relationships and ensures success.
Onboarding Checklist
Data migration, system setup, user training, integration with existing systems, quick wins identification, and success metrics definition.
Training Approach
Online training videos, live webinars, documentation, and one-on-one coaching. Different learning styles need different approaches.
Quick Wins
Identify ways customers see value in first 30 days. Early success builds confidence and commitment.
Success Metrics Definition
Align on what success looks like. If using your product, what should change? Define measurable goals.
Regular Check-Ins
Weekly check-ins first month, bi-weekly second month, monthly after that. Proactive support prevents issues.
Customer Feedback
Ask for feedback regularly. What is working? What could be better? Use feedback to improve onboarding.