Setting Up A Playbook - Deepstash

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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:

  • Tasks- which the Customer Success Manager (CSM) has to perform
  • Product Adoption Milestones- the crucial product feature that the customer has used and how well the customer has adopted the product.
  • Outcome- A high-level business outcome that you expect your customer to achieve in this step.

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

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! 

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. 

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Effective customer onboarding is vital in a SaaS business as it helps to educate customers on using the product and help them see the value. An onboarding checklist can help to set customers up for success.

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