Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible. In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success. With a set of documented standard steps, you'll be able to streamline and unify your onboarding process into a proactive game plan.

1. With Paul Philp,
Founder & CEO at Amity

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How to Build Your Customer Onboarding Playbook

3. A set of rules to follow: what to do, when,
and how.
As your team grows, playbooks help you act
as one, all following standard processes and
delivering the same CX to all accounts.
WHAT IS A CSM
PLAYBOOK?

4. WHY DO WE NEED PLAYBOOKS?
CSM LEVEL:
• Increase accuracy
• Make your life easier
• Always know what to do next
• Measure your performance
TEAM LEVEL:
• Set goals and monitor KPIs
• Increase collaboration
• Onboard new employees rapidly
• Unify customer experience
• Identify gaps and prevent overlaps
• Increased productivity and efficiency

5. CHURN
Poor onboarding is the leading cause of churn.
Product subscription renewal average for
trained customers is 92% vs. 80% for untrained
customers (TSIA 2016).
ONBOARDING

6. ONBOARDING
ORDER VS CHAOS
CSMs are responsible for introducing
predictability into the relationship.

7. ONBOARDING
“The entire experience of getting acquainted with
the product and company - not just a training
session, but an end to end experience from first
contact through adoption”
- Linda Schwaber Cohen, Head of Training at Skilljar

8. How to Build Your Customer Onboarding Playbook
BUILD YOUR ONBOARDING
PLAYBOOK
Decide where you need your customer to be in 30 days, and get them there.

9. ONBOARDING PLAYBOOK
SET YOUR GOAL
Demonstrate value within the first X days.
DEFINE MEASURES
How will success be measured?
E.g. Number of users checking the dashboard 3 days running.
WORK BACKWARDS
Getting bogged down in the beginning = harder to achieve end goal.

10. TIMELINE
5 days
TASKS
• Monitor # of users
• Monitor % of users
performing key action
• Monitor % of users
performing key action 3
days running
• …
Monitor
ONBOARDING PLAYBOOK

11. MonitorTrain
TIMELINE
5 days
TASKS
• Schedule training call
• Share 1:many training
material
• …
ONBOARDING PLAYBOOK

12. MonitorTrain
TIMELINE
5 days
TASKS
• Schedule initial review
call
• Review
• Fix
• Final Review
• …
Review
ONBOARDING PLAYBOOK

13. MonitorTrain
TIMELINE
10 days
TASKS
• Customize the accounts
• Set preferences
• …
ReviewCustomize
ONBOARDING PLAYBOOK

14. MonitorTrain
TIMELINE
5 days
TASKS
• Create instance
• Create user accounts
• …
ReviewCustomizeSetup
ONBOARDING PLAYBOOK

15. SETUP CUSTOMIZE REVIEW TRAIN MONITOR
Acme
Soylent
Corp
Globex
Wonka
Oscorp
Tyrell
Corp
Oceanic
Airlines
Wayne
Enterprise
Stark
Industries
ONBOARDING PLAYBOOK

16. ONBOARDING PLAYBOOK

17. ONBOARDING PLAYBOOK

18. How to Build Your Customer Onboarding Playbook
CREATE + UPDATE YOUR
PLAYBOOK
At first, keep it simple.
Iterate.
Perfect.

19. UPDATING YOUR
PLAYBOOK
• Run it for 2 full periods
• Start from the end: did we have the
right goal + measure?
• Review the entire playbook
• Making changes as it goes =
Frankenstein playbook

20. • Demonstrate Value. Always keep in mind
“how do we achieve and demonstrate
value?”
• Manage Time to First Value. What is the
bit of value you need to demonstrate first in
the relationship?
• Be specific. Value is vague, define the
criteria to be able to answer the question.
• Track Usage. Consistency of usage is an
indicator of successful onboarding.
CHOOSING YOUR
METRICS

21. GETAMITY.COM/DEMO
• Centralize your data
• Automate heath scoring
• Stop operating in Excel
• Collaborate on playbooks
MAKE YOUR LIFE EASIER

22. Q & A

23. THANK
YOU/