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.