Onboarding & Implementation
Time to first value. Get the customer's data transferred, environment ready, and first use cases live. Reduce anxiety with clear milestones and consistent communication.
Emotion: Anxiety → Confidence
Milestone events
- •Kickoff meeting completed
- •Data transferred and validated
- •Testing completed and signed off
Customer activity
- •Data transferred
- •Buyer outlines reason for purchase and business timelines; IT and Admin ask questions
- •Admin and IT receive contact info; schedule first implementation call
Internal activity
- •Kickoff meeting prep and delivery
- •CS Contact info email; CSM follow-up with contact information
- •Implementation schedules time with Admin and IT; walks through next steps and milestones
Value delivered
- •Baseline analytics and insights
- •Customer data organized and usable
- •Communication to end users
Transformation / outcome
- •Customer data organized and usable
- •Testing completed and signed off
Exit criteria
- •Testing completed and signed off
- •First use case validated
Metrics
- •TTFV (time to first value)
- •Data error rate
- •CES – Customer Effort Score