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