A Perfect Customer Onboarding - Deepstash
Onboarding Matters

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How to create a successful onboarding process

Why onboarding is crucial for customer retention

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Onboarding Matters

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A Perfect Customer Onboarding

Some professionals argue that the onboarding process is not easy. Basically, it is easy. However, the process of perfect onboarding, where the customers are happy, is tough! 

When you make the onboarding experience smooth for the customer, they are most likely to continue with your brand for a long time. That easily translates into continued recurring revenue for your business. 

Now, to tackle the difficulties in the process, a ‘Playbook’ can come to your rescue.


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The Playbook

A playbook is a series of time-bound activities. It is a detailed checklist or blueprint of steps prescribed by the Head of Customer Success (CS) which should be followed during the customer journey. 

Also, it contains the best practises that you must follow while dealing with your customer...


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Setting Up A Playbook

Setting Up A Playbook

While designing an onboarding playbook, you need to understand your existing onboarding process & divide it into various steps.

Once the steps are clearly defined, they can be categorised into either of the following elements. The onboarding playbook, typically, consists of:

  • T...


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Identifying The Process

Identifying The Process

When you design the onboarding playbook, you need to identify if the process is:-

  • Low-touch Onboarding- It is mostly self-served.
  • Medium-touch Onboarding- It needs the involvement of CSMs/Implementation Managers.
  • High-touch Onboarding- It relies heavily on the invol...


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Make an initial impression when conducting the perfect interview. You can start this by getting acquainted first, and then you can make small talk with your customers for a while and then continue with a question and answer session. When you can successfully create a comfortable atmosphere, they ...


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