Setting Up A Playbook - Deepstash
Onboarding Matters

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How to create a successful onboarding process

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Onboarding Matters

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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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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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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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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 fo...

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