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 involvement of your team.
This is an important step because the playbook has to be designed based on the intensity of the automation or the human intervention in the process.
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